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Collections & Recoveries Specialist - Personal

5 months ago

Cheadle, United Kingdom Together Full time

Company Description
**Salary: £25,000 - £26,000 per annum, plus performance bonus and benefits**

**_ This role is office based Monday - Friday, working hours are 9am - 5.30pm_**

**We are Together** - A specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders. We play our part to turn challenges into opportunities which make our customers' financial ambitions accessible.

Based** **in Cheadle, South Manchester, we’ve been established since in 1974 and have built a team of over 750 colleagues who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them.

**Job Description**:
We are looking for a Collections & Recoveries Specialist to join our Collections Team on a permanent basis based in our office in Cheadle.

You will be responsible for facilitating appropriate outcomes for customers in arrears, deliver fantastic levels of service whilst efficiently resolving queries and understand customer circumstances and identifying opportunities to provide support.

**Key Responsibilities**:

- Manage customer accounts in order to ensure the most appropriate support is provided, using active listening and asking open questions in order to understand their circumstances to ensure that a positive outcome is achieved.
- Deliver positive outcomes for customers helping with a range of queries from simple account queries through to complex and challenging situations
- Demonstrate empathy to customers experiencing difficulties or going through a change in circumstances, by understanding their needs and offering sustainable solutions that are tailored to their individual situations helping them to avoid, minimise or get out of arrears.
- Be proactive in offering support and solutions that will help some of our most vulnerable customers to get out of debt and stay out of debt.
- Work in line with company processes, ensuring that you are treating customers fairly, adhering to FCA regulations and demonstrating company beliefs of doing the right thing, respect for people and being accountable.

**Essential skills and experience**:

- A passion for delivering great service
- A positive attitude, enthusiasm for learning and adaptable to change
- Excellent listening and communication skills; with the ability to respond to each individual customer with understanding and empathy
- Emotional resilience and the confidence to have challenging conversations when required
- Experience of relationship building and objection handling.
- Effective decision making skills
- Experience of working within a regulated financial services or collections environment is desirable, but not essential

Additional Information
**Benefits working at Together**
- 26 days holiday, (increasing with service) your birthday off, and bank holidays
- Buy & sell holidays
- Discretionary annual bonus
- Matched pension contribution
- Life assurance
- Critical illness cover
- Health cash plan
- Private medical insurance
- Free access to company holiday homes
- Travel season ticket loans
- Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts

**Ambition is in our nature and we’ve created ambitious commitments to make sure we can play our part in protecting the future for generations to come. Check out our Sustainability page to find out more**:
Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

**_ Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks._