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Account Officer

7 months ago

Caerphilly, United Kingdom Link Financial Outsourcing Full time

Link Financial Outsourcing are currently recruiting for an Account Officer to work in our Vulnerable Customer department.

This is a fantastic opportunity for a driven and empathetic individual to join a supportive team.

**Role Overview**

This is an extremely important role in our business that will be assisting customers identified as particularly vulnerable or having specialist needs by our front-line telephony teams. This could range from customers with physical and/or mental health conditions, mental capacity issues, the elderly or infirm, terminal illness through to victims of domestic violence or have gone through a sudden life event.

The role is both demanding and rewarding in equal measures.

**Job Role**
- Liaising with customers in a telephony environment both inbound and outbound
- Providing specialist support to vulnerable customers in financial difficulties
- Ensuring customers identified as being vulnerable are treated fairly and provided with the additional support they need including signposting to external specialist services where necessary, such as Social Services; Samaritans or free money advice providers where appropriate
- Ensuring correspondence in relation to customers is handled and processed correctly
- Ensuring that customers wishing to make repayments have the mental and financial capacity to do so and that any repayments arranged are affordable and fair
- Ensuring that all policies and procedures are strictly adhered to

About You
- **Attentive to Detail - **motivated to follow process and procedures in a methodical manner to enable successful outcomes
- **Customer Focused -** always remains fair and ethical in communication with customers, using customer feedback to improve ways of working
- **Goal Driven -** strives to achieve goals, exhibiting strong ambition and motivation whilst working efficiently
- **Team Player - **works well with others towards a shared goal, participating enthusiastically and communicating proactively
- **Open to Change -** adapts and responds positively to change by actively encouraging and supporting new ways of working
- **Communicates Effectively -** shares information clearly and professionally

**Work Experience and Qualifications**
- Excellent communication skills with exemplary customer service and empathy skills
- An aptitude towards handling challenging or specialist calls
- Strong emotional resilience and discretion Customer service minded and articulate, with first class spoken and written English

**Additional information**
- 37.5 hours per week, Monday to Friday 8:30am - 5:00pm

We provide a range of benefits that are designed to support our employees across their health, finances, and lifestyle. Some of our benefits are listed below:

- 25 days holiday +bank holidays + a Birthday Day off (pro-rata for part-time)
- Discretionary annual performance bonus scheme
- Purchase additional holiday scheme of up to 5 days
- Pension Scheme - 8% total pension contributions
- Employee Assistance Programme for you and your family, including virtual GP service, counselling, get fit programmes and more
- Life assurance (4 x annual salary)
- Season Ticket Travel Loans
- Enhanced Maternity and adoption pay
- Voluntary employee benefits such as Dental and Health Plans, Gym Discounts, Restaurant Discounts, Will writing services
- Discounts and cashback on thousands of retailers
- Friendly, relaxed atmosphere with modern facilities
- Social events during the year, regularly fundraise for our chosen charities, and have recognition schemes in place that reward our employees for being great team members
- Learning and Development opportunities to help you progress in your career