Collections Advisor

4 weeks ago

Manchester, United Kingdom Source4 Personnel Solutions Full time

Our client has an excellent reputation for employee engagement and are a great company to work, they have excellent training programmes and offer competative benefits and oppurtunites for progression.
They are currently looking for a Collections Associate, this is a remote working role, however you would be required to attend office based training for the first 1 -2 weeks of employment. Accomodation will be paid for if you are not local.
Summary of the role:
The company are a mortgage lender and the role will involve effectively communicate with customers and 3rd parties to establish the reason for arrears, obtaining full disclosure of circumstances and then identify appropriate solutions based on individual customercircumstances. Alongside the base salary there is a quarterly bonus and the company offer very competitive benefits.
Key Accountabilities:

- Proactively manage all assigned accounts
- Effectively manage post on assigned accounts
- Fully understand customers’ circumstances to identify appropriate solutions
- Ensure that the appropriate business policies and procedures are followed
- Administer correspondence from borrowers and take the relevant action within agreed time-scales
- Update the account with details of each action and conversation
- Achieve individual/team targets
- Ensure all communications are in line with Company policies, standards and procedures
- Develop and maintain strong business relationships with other teams and in particular, working closely with Customer Services, Compliance, Legal & external service providers
- Ensure that all mandatory training is completed in a timely and effective manner
- Proactively manage own personal development
- Ad hoc requirements as requested by Manager
Essential Skills/Qualifications:

- Proven customer service experience
- Able to effectively communicate with people in challenging situations
- Able to work to targets and be used to a pressurised environment
- Excellent time management skills and to be able to manage and make effective decisions as and when required
- Possess strong negotiation, objection handling and problem-solving skills in order to quickly resolve disputes
- Ability to articulate options and solutions in a clear and concise manner
- Will have worked in a volume debt collection business in both inbound and outbound environments.
- Display and prove behaviours consistent with regulation and compliance with the principles of Treating Customer Fairly
- An understanding of FCA regulations essential
- Be able to successfully pass a reference and credit check
- Ability to effectively meet targets in a pressurised environment
- An understanding of relevant regulations
- Confident and regular telephone contact with external customers
- Good customer services skills
- Ability to effectively communicate with people in challenging situations
- Strong negotiation and reasoning skills
- Ability to present and explain options and solutions in a clear manner
- Display and prove behaviours consistent with regulation and compliance with the principles of Treating Customer Fairly

Skills/Qualifications:

- Mathematics to a minimum GCSE level
- CeMAP qualified
- Understanding of the litigation process relating to secured loans/mortgages
- Understanding of property valuations
Please note:

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