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Payment Support Agent
4 months ago
Our Collections team is growing We are an award winning Motor Finance business with a great office in CITY TOWER in the center of Manchester
**What you can expect from Oodle**
Oodle is unlike most companies. There are no limits to the support you will get and the best thing about Oodle is our people. For that reason, we have a dedicated People Experience team that focus on making your time with us as fun and beneficial as possible. We are constantly adding to our perks and benefits, and below is what we currently provide to all staff:
- Discretionary Bonus (% based on individual performance and company performance)
- Company Pension
- Private Healthcare with Vitality
- Life Insurance (4xSalary)
- Confidential mental health support
- 25 days holiday (plus bank holidays)
- Enhanced Maternity Pay and Shared Parental Leave
- Menopause Support (Paid Leave)
- Tusker Salary Sacrifice EV Leasing Scheme
Oodle staff love to have a fun time, enjoy each other's company socially and learn new skills. We also value work-life balance, our global environment, and our families. That's why we run with flexible hours and hybrid working, enjoy paid time off volunteering with our nominated charity and benefit from continuous training and development from our internal L&D Academy.
**Even more perks**:
- Seasonal social events, like Oodlefest for the whole family
- Caboodle - A whole portal of online retail discounts
- A wellbeing portal
- Talent Referral Bonus Scheme
- Cycle to work scheme
- Paid volunteering day
- Drinks fridges, great coffee and breakfast all laid on free
The role of **Payment Support Agent **at Oodle is primarily to communicate with our customers in arrears, predominantly via telephone and on occasion via written communication methods. We strive to ensure that our customers receive a professional, compliant journey at all times therefore outstanding customer service skills are paramount. In addition, we look for people with great work ethics with the ability to be able to work to tight deadlines and communicate effectively at all levels. Within a regulated environment and fast paced department there are of course service levels, KPI's and targets to be met which are all geared to meet our customers' expectations whilst achieving the business goals.
**The Role includes but not limited to;**
- To recover customer arrears via telephone, written communications and/or any other digital methods introduced into the department / function
- Set appropriate, sustainable and compliant repayment arrangements
- To address failed arrangements in an appropriate and timely manner
- Address customer's change of circumstances in line with company policy and procedures surrounding potentially vulnerable customers
- To liaise with other Oodle departments to ensure the customer receives the correct outcomes to collections issues raised
- General administration duties
- To adhere to the rules and guidelines as set out by the company and its regulators (FCA / ICO/ FLA)
- To address and raise any risks identified thought the course of the role and in line with company policy
- To assist in projects / mini initiatives within the collections function as advised by line manager
- Adhere to KPI's set by the business
- Understand and adhere to departmental Service Levels (SLA)
- To meet individual and contribute to team targets
- To complete any reasonable ad-hoc requests
- To assist with the tracing function within the department where necessary
**Essential Requirements for the Role**
- **Must have collections experience within a regulated environment**:
- Asset / Car finance would be an advantage.
- Consumer Finance desirable but not essential
**Skills and qualifications we ideally need;**
- GCSE's including Maths and English at C grade or above.
- You must be IT literate with experience of using Word, Excel and experience using Salesforce is a huge advantage
- Customer Service skills - you will want to help people, be empathetic, sensitive and have a caring nature.
- Good written, numeracy and oral communication skills plus good attention to detail.
- Honesty and integrity
- Team Player
**Hours - **37.5 hours per week
**About Oodle - Top 100 Company to work for 2020 & 2021**
Oodle Car Finance is changing the way people buy cars, by putting our customers' needs front and centre of the biggest retail market in the UK. We are bringing the used-car market bang up to date by building modern, digital, retail processes around what the customer actually needs. Although we primarily provide loans for our customers and link them up with some of the UK's best car dealers (in one rapid, blink-and-you-miss-it, digital procedure), that is just the start. Our ultimate goal is to make buying a car as easy as buying a t-shirt on Amazon. With a glove box full of powerful algorithms (and investment from some of the world's most reputable financial institutions) we have been building and developing a customer-first, fully integrated d
