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Arrears Management Call Agent

5 months ago

Darlington, United Kingdom Deloitte Full time

We are currently looking for motivated individuals to join a big 4 professional services company and support one of our major clients in managing its customers who are facing financial difficulty. This is a brilliant opportunity to undertake high qualitytraining and development with a professional services firm and grow your skills in a customer facing operation.

**Role**:Arrears Management Call Agent

**Rate**:£120 per day - This opportunity includes two rate increases in the first 18 months as you progress, with further potential for career progression in the future.

**Working hours**:Monday to Friday - 8 hours per day including 30 mins for lunch between the hours of 8am to 8pm, working 2 late shifts per week. 1 in 3 Saturdays between the hours of 9am to 5pm.

**Role description**:
We are looking for exceptional Call Agents / Customer Service agents to join an existing project with a well-known Retail Bank. The role will be supporting customers with managing their arrears across different financial products such as loans and creditcards.

As part of your role you will be trained to prepare you to take inbound calls as a representative of the bank and provide solutions to customers who have fallen into arrears, this will involve identifying vulnerable customers, offering suitable solutions,completing income and expenditure forms, communicating solutions via telephone and meeting quality targets.

You will receive high quality training and support enabling you to develop and build your skills and experience. We are committed to providing you with progression and development through a defined pathway resulting in enhanced rates aligned to your tenure.

**Skills Required**:

- Must have experience in a Customer Service role within a Contact Centre environment managing high volume inbound calls
- Excellent telephone manner, empathy and client facing skills
- Good communication skills
- Attention to detail
- Confident in working remotely and is self-motivated
- Ability to use a variety of client systems
- Ability to control a conversation to deliver right first-time outcomes for customers
- Excellent verbal and written communication skills
- Understands the need to maintain confidentiality and trust with customers

**Additional skills**:

- Experience of dealing with vulnerable customers, but not essential
- Financial services experience is advantageous, but not essential
- Experience of dealing with customers in a regulated environment, but not essential

Important: You must have adequate space to work from home and receive calls throughout the working day. You must also work nearby your router to connect via Ethernet cable.