Collections Advisor Permanent

1 day ago

beeston, United Kingdom Capital One - UK Full time
From time to time, our customers have trouble making payments on their credit card account. This might be due to health issues, job loss or even a deeper vulnerability.
As a member of our Collections Team, you’ll be there to help and support our customers in the best possible way. 
Using empathy and strong communication skills, you’ll provide exceptional customer service and educate customers on next steps or signposting for further support. Every customer will have different circumstances so you’ll manage each individual situation to help find a suitable outcome for them.
You’ll get to grips with customers’ financial situations, figuring out their budget and helping them understand what payments are affordable for them.
You’ll help our customers understand complex information by explaining it in really clear terms.
Support our customers through a range of challenging and sensitive situations taking into account any vulnerabilities 
You may also work with these third parties to help put plans in place.
We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.
At Capital One, we invest in your training and development. We have developed a blended learning and support programme involving in-person, remote and self learning. During your training, your working hours will be 09:00 to 17:30 Monday to Friday.
Once you have completed training you’ll move onto the following rotating shift pattern:
Monday to Friday:
Weekends:
You’ll also work every Saturday (on a shift between the hours of 8:00-17:00), but you’ll get Sundays off and an additional set day off during the week.
Please note, that the above shift times can vary from time to time. Our Collections department is open from 8am-8pm Monday to Friday and 8am-5pm on a Saturday.
Once you have successfully completed your training, you will transition to predominantly working from home, however you will be required to come into the office for a day every 2 weeks. This will be for team building, collaboration and the opportunity to meet and spend time with your colleagues face to face. However, if you want to work from the office more, you can
We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
Immediate access to our core benefits including pension scheme, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant and mindfulness space.
 
Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:
REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
Women in Tech – promoting an inclusive environment in tech
EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry
Capital One is committed to diversity in the workplace. Capital One Financial is made up of several different entities. A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.
At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

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