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Customer Support Specialist
2 months ago
We are seeking a highly skilled and experienced Customer Support Specialist to join our team at Close Brothers Group. As a key member of our Customer Support team, you will play a critical role in managing customer relationships and ensuring successful customer and business outcomes.
Key Responsibilities- Manage relationships with customers on an individual basis to ensure successful customer and business outcomes.
- Manage and own customers that fall into special case categories by following the agreed procedure.
- Identify possible fraudulent accounts, take the correct action to resolve issues quickly, and inform management of potential losses and action taken.
- Review and action all cases in line with the company's collection principles.
- Manage, review, and action credit arrears cases.
- Effectively manage case transfer post termination to Head Office Branch Services Team.
- Liaise with third-party agents on all asset recovery requirements.
- Effectively manage voluntary termination, voluntary surrender, and PCP hand-back processes.
- Effectively manage asset sales through auction houses and approved sales channels.
- Manage accounts within Notice of Default period to ensure successful customer and business outcomes.
- Excellent customer service skills.
- Previous experience in a customer-focused environment.
- Previous experience dealing with vulnerable customers.
- The ability to demonstrate an empathetic approach.
- Demonstrable experience of working within a structured process.
- Excellent IT skills (MS Word, Excel, and Outlook).
- The ability to work well as part of a team.
We are an inclusive organization and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back.
Close Brothers Group is a leading UK merchant banking group providing lending, deposit taking, wealth management services, and securities trading. At Close Brothers Group, we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.
