Customer Debt Advocate
2 weeks ago
Job Title: Customer Debt Advocate Location: Based in Ipswich Salary: Confirmed on application Benefits:
- Company Pension Scheme
- Private Medical Insurance (if applicable)
- Voluntary additional life cover
- Critical Illness Cover
- Dental Insurance
- Medical Cash Plan
- Health Screening
- Motor Breakdown Cover
- Cycle to work scheme
- Retail Vouchers
- Season Ticket Loans
- Liaise with vulnerable customers experiencing financial difficulty to understand their current circumstances and understand the level of their arrears.
- Be the conduit between the collections/litigation's teams and the customer
- Always act on the behalf of and always in the interest of the customer rather
- Develop supportive relationships with customers requiring support
- Experienced in the debt advice/support sector
- Calm and empathetic phone manner, ability to explain things clearly to customers
- Strong emotional resilience
- Handle challenging conversations
- Positive, reliable, and flexible approach to customer relationships
- Experience in providing information and advocacy to vulnerable client groups
- Emotionally intelligent - able to identify complex sensitive issues
- Act as the voice of the customer in relation to customer journeys and outcomes
- Understanding of external information and advice and guidance available to support i.e., signposting
- Non-judgemental approach to dealing with customers in difficult circumstances
- Able to relate to diverse range of people and challenges
- Distill required information in the best way suitable for each customer to ensure understanding
- Capture comprehensive details around borrower circumstances
- Record accurate notes
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