Primary Servicing Associate

2 weeks ago


Glasgow, United Kingdom Capquest Full time

**Join a team that makes a difference**

**Daily**

At Capquest-Intrum, the relationships you make with your customers have the power to change their lives. And the ones you’ll make with your team might even change yours. Discover how you can grow by making a difference with a customer-facing career at Intrum.

We’re on the lookout for a fantastic Primary Servicing Associate who loves speaking with people over the telephone and providing financial solutions to their queries. We’re looking for an experienced call centre agent who has a friendly personality and excellent communication skills.

**What you’ll do**:

- Day to day you will speak with customers who could be experiencing financial difficulty about their financial situation and provide tailored solutions, such as an affordable repayment plan. Reaching the best possible outcome is important in this role as it helps us deliver on our aim of building better financial futures.
- Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt.
- Responsible for ensuring the delivery and compliance with all outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers.
- Work 37.5 hours per week Monday-Friday, between the hours of 8am - 5.30pm with varied shift patterns (which will be discussed with you).
- ** Easily commute to our Glasgow office, this role is hybrid working in this location. You will be office based for the duration of your induction (Circa 8 weeks) and for a period of time after. Which gives you **time to build relationships with the team and gain confidence in your role before remote working. So, expect to be office based after your induction initially for a few months, we will discuss individually with you when you are confident to commence hybrid working.**

**About you**:

- Fantastic with people after all you will be our first point of contact for our customers and play a key role in providing the help, support and empathy needed to achieve the best outcome.
- Positive attitude, self-motivated, enthusiastic individuals, who are ready to make a real difference.
- Mortgage servicing background preferred but not essential.
- Enjoy making decisions and connecting with people from all walks of life.
- Strong administration skills - use of Microsoft Office Suite e.g. PowerPoint, Word, Excel, and Outlook and able to accurately reflect conversations and the outcome.
- Able to deal with sensitive/challenging conversations along with complaints and have the resilience to bounce back from them.
- Good numeracy/literacy skills to help break down some of the complexities around financial products and solutions.
- Fluent in English, have a good attention to detail and can communicate clearly with customers.

**Our selection processes. What to expect**

We like to keep things simple, while at the same time ensuring the fit is right for you.
- If we feel there is a good match, we will invite you to the first stage of the selection process which will involve typically the potential line manager. (and discuss the next stage of the selection process).

**This is a fantastic opportunity. Should you wish to be considered for the vacancy please discuss with your line manager in the first instance and then submit your CV via the Internal careers page no later than 20th November 2023 at 5pm.**

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country.


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