Senior Arrears Resolution Specialist
3 weeks ago
We are seeking a skilled and empathetic Senior Arrears Resolution Specialist to join our Financial Support Team. As a key member of our team, you will play a vital role in supporting customers experiencing financial difficulties.
Your primary responsibility will be to work closely with customers to understand their financial situation and develop tailored solutions to aid in the clearance of their arrears. You will be the primary point of contact for customers, communicating effectively through various channels, including phone, email, and letters.
To succeed in this role, you will need to possess excellent communication and negotiation skills, as well as the ability to work in a fast-paced environment. You will be provided with comprehensive training to help you develop the necessary skills to excel in this position.
Key Responsibilities:
- Communicate effectively with customers to understand their financial situation and develop suitable repayment arrangements
- Use various communication channels to ensure timely interaction with customers
- Provide consistently high levels of customer service through all communication methods
- Make business and customer-oriented decisions on suitable next steps
- Identify customers showing signs of vulnerability and work within the Group's framework to ensure suitable steps are taken
- Update system notes to accurately reflect customer conversations
- Develop your overall performance based on feedback from the Quality Assurance team
Requirements:
- Previous experience in a financial support or arrears role within a Financial Services setting
- Comfortable speaking to customers on the phone and dealing with a high volume of calls
- Strong verbal negotiation, communication, empathy, and listening skills
At OSB, we are committed to diversity and inclusion, and we welcome applications from individuals with the skills and experience required for this role.
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