Customer Contact Consultant

3 weeks ago

Newcastle upon Tyne, United Kingdom Aberdein Considine Full time

Our busy Debt Recovery team are looking for two enthusiastic and outgoing individuals to join their team as Customer Contact Consultants.

**ABOUT US**

Aberdein Considine is an award-winning law firm and this is a great opportunity to work in an innovative, challenging and rewarding work environment. In return for your hard work, you will be paid a competitive salary, receive an excellent benefits package and be part of a generous incentive and bonus scheme.

**ROLE OF DEPARTMENT**

The Lender Service Practice Group provides a complete range of debt recovery services utilising cutting edge technology and with specialists dealing with different debt types, all operating under a centralised management system allowing us to deliver consistently exceptional service.

**JOB PURPOSE**

Working on behalf of our clients dealing with inbound and outbound calls from customers, clients and third parties. With a view to finding the most appropriate solution in line with customers circumstances. There is a strong focus on providing excellent customer service and a high level of quality in line with client Service Level Agreements.

**KEY RESPONSIBILITIES**
- Contacting customers in arrears by telephone and through relevant questioning establish the customer circumstances to reach a sustainable solution and wherever possible avoid enforcement action
- Using assertive and detailed fact finding to fully understand customer circumstances
- Conducting an affordability assessment to fully understand customer’s circumstances in the short, medium and long term to ensure we provide the best outcome for customers.
- Adhere to company policies and procedures, demonstrating good customer service when dealing with Inbound and Outbound calls with customers, clients and Third Parties.
- Maintaining Internal and client SLA’s,
- A good understanding of client scorecards and how they impact on the overall performance
- Complete compliance modules and when assigned to ensure up to date knowledge of regulation and code of conduct.
- Through questioning identify potential vulnerable customers and gather the appropriate information in order that the most appropriate solution can be reached by the firm and the clients.
- Treat all customers fairly, professionally and within legislation
- Record customer complaints where identified with the relevant information and in line with the complaints procedure
- Follow all internal processes and procedures
- Work effectively as part of a team and support each other as and when required

**Requirements**:
**QUALIFICATIONS**

**Essential**
- GCSE or equivalent in Maths and English with a minimum grade C

**SKILLS AND EXPERIENCE**
- Previous experience within the Financial Services sector or a regulated environment is advantageous
- Working knowledge and understanding of FCA guidelines and principles
- Ability to take ownership and manage own work through to conclusion, escalating issues as appropriate
- Computer Literate
- Excellent Telephone Manner
- Questioning and Negotiation skills
- Attention to detail and accuracy of work
- Ability to work well within a team and on their own initiative
- Enthusiastic - can do, will do approach
- Passionate about the delivery of exceptional customer service and the need to treat customers fairly
- Proactive problem-solving skills and the judgement to make evidence-based decisions

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