Customer Service and Collections Advisor

2 weeks ago

Putney, United Kingdom Loans 2 Go Full time

**Company Overview**:
**Our mission?** As an industry leader in the provision of alternative, affordable personal loans, we aim to provide lines of credit to those who have been neglected by mainstream lenders. We are growing and adapting fast, with over 20 years of operation nationwide, we have helped hundreds of thousands of customers over that time and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider. We are regulated by the Financial Conduct Authority (FCA) and we take that very seriously. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.

**The Role**:
The Customer Service and Collections Advisor’s (CSCA) primary function, within a larger Collections Team, is to optimise customer experience through proactive and effective customer engagement while combining top-class customer service, negotiation, and rapport building. Important to the role is the ability to show the ability to empathetically, and competently work with vulnerable customers. Through these evidenced skill sets, a CSCA will be able to explore and negotiate towards good outcomes for customers experiencing varying levels of financial difficulty and vulnerability, while showing due care and diligence and adhering to regulatory and company guidelines.

**What you will be doing**:

- Partaking in a 4-6 week, in-house, onboarding and training scheme (GradBay) where you will be given the opportunity to display your skills and learn about the business.
- Proving your understanding of our departmental approach to quality over quantity - putting customer experience and compliance first.
- Actively providing feedback to your line manager where you will be encouraged to suggest improvements to processes and float ideas for positive change.
- As well as receiving feedback, you will be encouraged to self-evaluate and identify your own areas of development that your line manager can support you with.
- Putting into action what you learn.
- Handling calls with customers in a variety of financial situations and solve problems by being able to draw upon procedural knowledge and your own professional experience handling difficult conversations.
- Working with vulnerable customers in a variety of circumstances.
- Negotiating repayment plans and utilising your previous collections experience.
- Putting your own stamp on the customer service you provide, drawing on your excellent track record and experience, as well as the guidelines and feedback provided to you.
- Carving your own path to progression through the quality of work you deliver.

**What you need to do to succeed**:

- Related experience in account management - collections account management experience and exposure to working with vulnerable customers is preferred, but not an absolute requirement, we can train you if you have the qualities to succeed (Bonus points for experience in regulated environments).
- A history of, and desire to work with vulnerable customers, understanding the level of care and attention this requires.
- A commitment to delivering exceptional customer service above all, every day.
- A solution driven approach to problem solving on every call, even under pressure.
- The ability to use your professional experiences to integrate into a diverse and equally talented workforce from day one.
- Demonstrate high standards of organisation and evidence abilities to meet deadlines and on the job demands daily.
- Start as you mean to go on; establish long-term reliability from the outset by being punctual and present when needed.
- Demonstrate procedural understanding by delivering a quality of work that meets strict compliance standards.
- Understand the needs of your colleagues and support them where needed. Be flexible, willing to assist and expect the same in return.
- Demonstrate true empathy in all aspects of the role.
- Drive to progress, learn and take control of your own development, inside and outside of work.
- From day one, engage inquisitively with our Head of Learning and Development to learn and understand what Loans 2 Go represents and what we want to deliver.

**Shifts**:
Annual rota alternating between 'early' and 'late' shifts between the hours of 8am-7pm Mon-Fri, with 1 in 3 Saturday shifts required between 9am-2pm (hours worked on Saturdays are given in lieu the week prior)

**Some benefits we offer**:

- Hybrid Working Scheme available whereby eligible employees will be working from their UK homes and the office as and when requested to do so, as per the business needs.
- Performance based bonus
- Up to 33 days holiday
- Accrued Holiday Sellback Scheme
- Annual flu jab vaccination
- Milestone Service Reward Programme
- Life Insurance Cover for all em

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