Customer Advocate

**Overview
A change in someone’s personal circumstances can often have an impact on their finances. This can lead to financial hardship which for many is an overwhelming experience. Customers need to know what support is available to them both from their lender and other external organisations to help minimise the impact on their financial well being and support them towards an affordable future.

We want to make sure that we reduce the impact of any financial distress by making it easier for customers to contact us and know that they are supported by their own Customer Advocate, who will take the time to actively listen and understand their full circumstances and then act on their behalf to get the best outcome.

The purpose of the Customer Advocate is to ensure empathy and support is provided throughout the customer journey to obtain an outcome that is suitable, understood and affordable in the long term.

**Key Accountabilities and main responsibilities
- Act on the behalf of and always in the interest of the customer
- Build authentic, supportive relationships with customers requiring support
- Be the conduit between the collections/litigation teams and the customer
- Instil customer centricity in every transaction

**Experience & Personal Attributes**

Essential:

- Experienced in the debt advice/support sector
- Working knowledge of the Equality Act 2010
- Working empathetically - ability to explain things clearly to customers
- Strong emotional resilience
- Handle challenging conversations
- Positive, reliable and flexible approach to customer relationships
- Experience in providing information and advocacy to vulnerable client groups
- Emotionally intelligent - able to identify complex sensitive issues
- Act as the voice of the customer in relation to customer journeys and outcomes
- Understanding of external information and advice and guidance available to support i.e. signposting
- Non judgemental approach to dealing with customers in difficult circumstances
- Able to relate to diverse range of people and challenges
- Distill required information in the best way suitable for each customer to ensure understanding
- Capture comprehensive details around borrower circumstances
- Understanding of how to maximise income and budgeting
- Record accurate notes

Competencies

**Required**
- Empathy
- Communication
- Attention to Detail
- Customer focussed

We are the experts in providing efficient administration and innovative financial solutions. We have over €90bn of assets under management and over 115,000 loans under management. Our clients include a range of financial service organisations, from banks, pension funds and insurers to private equity firms. We operate in regulated markets across multiple European jurisdictions.

We provide a range of administrative services relating to the monitoring and repayment of asset-backed debt, allowing our clients to manage their debt and underlying assets effectively. Our services span all stages of the debt life cycle from origination to performing & non-performing loan and asset management across multiple debt classes. We provide jurisdictional centres of excellence and undertake management of full banking operations, transforming core and non-core banking activities.

Banking & Credit Management is a leading independent servicer and we are highly rated by both Standard & Poor’s and Fitch for both our commercial and residential servicing capabilities.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.