Administration/ Creditor Call Handler

5 months ago

Stockport, United Kingdom GW FINANCIAL SOLUTIONS Full time

Creditor Liaison Officer

**PURPOSE OF JOB**
- Answering inbound calls from creditors.
- Making outbound calls to creditors
- Negotiating desirable outcomes for clients with creditors
- Answering Client queries,
- General support for other members of staff,
- Liaising with staff in other departments and with external contacts.
- Logging incoming creditor post.
- Uploading creditor responses and updating Personal Finance Managers
- Reporting creditor trends and issues to the department Team Leader

**KEY ROLES AND RESPONSIBILITIES**
- Deliver a high standard of customer service to all creditors, on all occasions
- You will maintain regular contact with creditors ensuring that the plan remains in place
- You will manage the day to day running of client accounts, ensuring correspondence is sent to clients and creditors in line with company policy and process
- Ensure the most appropriate course of action is explained to the creditor in a clear manner.
- Raise queries and complaints on behalf of clients with creditors
- Obtain balances and information from creditors working from department reports.
- Liaise with Personal Finance Managers to ensure queries raised by clients are completed and provide relevant feedback to department managers and Personal Finance Managers
- Working with creditors to determine priority payments and action planning where appropriate
- Identifying client’s whom demonstrate or have the potential to be vulnerable, assessing the suitability of advice, additional requirements and gaining consent to record and share gleaned information
- Achieve all key performance indicators and call handling metrics.
- Ensure all notes and comments are recorded accurately on the necessary systems.
- Ensure employees whom will come in to contact with the creditors have access to all information required
- To show a compassionate and empathetic approach
- Have a ‘can do’ attitude to requests clients may make and require from our liaison with creditors

**PROSPECTS**

**ADDITIONAL INFORMATION**

The company is small but growing and all employees are expected to work as a team and support one another. You may therefore be asked, from time to time, to undertake other duties by your Department Manager or a Director of the Company that is within your range of skills and abilities.

This job description may be varied in consultation with the post holder to reflect evolving needs of the business.

**PERSON SPECIFICATION**

**KNOWLEDGE, SKILLS, ATTITUDE**

At least 1 years experience in a B2B role

At least 1 years experience of working within the Debt Solutions / Advice industry

Intermediate knowledge and understanding of current regulators and their expectations

Foundation user of Microsoft suite including: excel, outlook and word

Excellent telephone and communication skills

Excellent negotiation skills

Excellent teamwork skills

Ability to build strong working relationships

High degree of accuracy

Demonstrated ability to prioritize issues

Willingness to learn, develop and attend regular industry and role relevant training

**INTELLECTUAL DEMANDS**

Must have minimum ‘O’ level/GCSE Math’s and English

Must be able to learn, utilize and explain technical product information

Ability to identify breaches in regulation and report these to department managers

Ability to identify development areas, respond to feedback and communicate with department managers

Must have keen interest and knowledge in the provision of debt advice

**DISPOSITION /PERSONALITY**

Enthusiastic

Supportive

Team Worker

Reliable

Motivator

Sociable

**TYPE OF PERSON **(Motivational Profile)

Customer
- Focused

Self-motivated

Achievement orientated

Ability to use own initiative

Non-judgmental

Ability to perform effectively when there is pressure peaks

Sets high standards and consistently achieves them

**CIRCUMSTANCES**

Willing and able to work unsocial hours on occasions to complete tasks / projects

Willing and able to attend company meetings and/or coaching sessions which may take place outside of core working hours

**BENEFITS**

Additional days off for wellbeing and birthdays off alongside your holiday entitlement

Company gym membership

**Job Types**: Full-time, Permanent

**Salary**: £19,586.32-£22,010.56 per year

Schedule:

- Monday to Friday

**Location**:

- Stockport, SK2 6NG (required)

Work Location: In person

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