Collections and Recoveries Specialist

3 weeks ago


Milton Keynes, United Kingdom Volkswagen Full time

**Department**:Customer Operations**Contract Type**:Fixed Term Contract Full Time**Collections & Recoveries Specialist Advisor**

**Full Time Fixed Term Contract until July 2025**

**Milton Keynes (Hybrid)**

**Salary from £26,000, dependant on experience**

**Benefits**:Company Car, discretionary bonus, pension, healthcare **27 days** holiday in addition to statutory bank holidays plus much more

**Closing Date - 19**th** April 2024**

Are you an experienced Customer Services Professional looking for a new position?

As a **Collections & Recoveries Specialist Advisor **at Volkswagen Financial Services you will benefit from being part of a great team, representing iconic brands and driving your very own VW Group company car

We are a customer focused regulated business and comply with the FCA and Consumer Duty standards. Our priority is to ensure that our customers who display characteristics of vulnerability receive fair and appropriate support.

**About the role**:

- Caseload management of complex matters. Working with vulnerable customers and managing complex cases to achieve the best outcome for all parties. This may require thinking outside the box to provide the best solutions.
- Handling customer dissatisfaction in an appropriate and professional manner. - adhering to complaints/escalation processes
- Take ownership to investigate customer circumstances and consider all options available
- Be an escalation point for complex issues whilst demonstrating empathy, compassion and negotiation skills
- Take ownership for key processes to ensure they are managed within the service levels agreed
- Management of the arrears process and work with third parties
- Guide customers through a range of processes using various communication channels (e.g. Telephony, White mail and E-mail).
- Continually review customer circumstance to make informed decisions
- Escalate highly complex queries that cannot be resolved at first instance

**Skills and Experience Required**:

- Proven customer services experience ideally within financial services but not necessary, we will consider other customer service experience.
- Competent in using multiple systems including MS Office, CRM and telephony systems
- Excellent written and verbal communication skills
- Ability to work to service levels and quality measures.
- Confident in talking to customers and managing complex cases
- Excellent negotiating and influencing skills
- Ability to work under pressure within a deadline environment
- A clear understanding of the FCA regulations and vulnerable customer guidance
- Demonstrates emotional intelligence, resilience and empathy
- Strong teamwork skills whilst maintaining individual workload

**What’s in it for you?**

The training is fantastic, and development opportunities are plenty for those who perform well in their roles and wish to grow their career with us. For many of our people, the big attraction to working here at VWFS is the opportunity to represent leading automotive brands in a fantastic working environment with a strong and supportive team.

**About Volkswagen Financial Services**

Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.



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