Customer Arrears Resolution Specialist

4 weeks ago

Bolton, Bolton, United Kingdom The Very Group Full time
About the Role

We are seeking a skilled and empathetic individual to join our Customer Arrears Support Team as a Customer Arrears Resolution Specialist. As a key member of our team, you will play a vital role in helping our customers navigate financial difficulties and find solutions to their outstanding debt.

Key Responsibilities
  • Engage with customers over the phone to discuss outstanding debt and provide tailored solutions to meet their individual needs.
  • Utilize a customer-centric approach to offer bespoke solutions to customers with diverse financial challenges.
  • Recover outstanding customer arrears using problem-solving skills and work within FCA and FOS guidelines.
  • Deliver a positive outcome for the customer in what can be a challenging phone call.
  • Assess the impact of the solution on The Very Group and work within regulatory guidelines.
About You

We don't require prior contact centre experience, as all candidates will undergo our comprehensive training program. You will need to be computer literate, but we will teach you the systems we use and the skills you'll require.

To succeed in this role, you'll need to possess empathy, emotional intelligence, and resilience. Our customers are crucial to our business, and we need someone who can build rapport with them to create a conversation that helps identify and solve their issues.

  • You'll be an excellent communicator, able to create and build rapport with customers to facilitate a conversation that helps identify and solve their issues.
  • You'll be adaptable and decisive, with the ability to work in a fast-paced environment and think quickly about the best solution.
  • You'll be empathetic and patient towards our customers, allowing you to formulate a solution that delivers a positive outcome for both parties.
  • You'll be driven to deliver great service and follow through with the solution until the customer is satisfied.
  • You'll be great at planning and organizing, while understanding the commercial reality of solutions that provide accurate information to our customers.
Benefits
  • Flexible, hybrid working model - 2 days per week in the office after successful completion of your training.
  • Inclusive culture and environment.
  • 23 days holiday + bank holidays.
  • Udemy learning platform.
  • Bonus potential (performance and business-related).
  • Up to 25% discount on Very.co.uk.
  • Matched pension up to 6%.
How to Apply

Please note that the talent acquisition team is handling this vacancy directly. If successful, you may be required to undergo a credit, CIFAS, and CRB check.

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