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Collections - Customer Support Officer
3 weeks ago
**Location**
Killeaton House, Dunmurry / Remote Work
**The Role**
The Customer Support Team provides support, recommendations and guidance to Personal and branch based Business Customers in relation to the management of their finances. These customers will be going through the debt collection and recovery process or seeking support in advance of any financial challenges they may be due to face.
Reporting to the Team Manager the job holder will undertake a wide range of duties in order to meet the operational objectives of the Customer Support Team. The purpose of the role is to minimise arrears and excesses ensuring appropriate actions for those customers who may be in need of additional support. Tasks will be performed according to regulatory requirements taking into consideration customers individual circumstances and those customers in a vulnerable position, at all times maintaining a high level of customer service and promoting a positive Danske Bank image through interacting with our customers.
**As a Customer Support Officer you will**
- Manage a portfolio of personal and business customers, with regard to their borrowing needs; including responsibility for pay/no pay decisions and associated credit activities. Ongoing management of arrears on loans, government backed facilities, mortgages and credit cards in accordance with credit policy and procedures, including ongoing contact with the customer to agree and monitor agreed actions, including repayment plans and liaise with credit where appropriate.
- Identify and support of customers in financial difficulty through the effective use of Credit Focus and customer contact via telephone and in writing in line with the bank’s policy and procedures. Overviewing actions and implementing appropriate solutions to reduce numbers of personal customers in excess and/or arrears, through customer contact and appropriate credit approval.
- Ensure customers are provided with recommendations and guidance that is compliant with all existing legal, regulatory and voluntary code obligations, and all bank standards, policies, processes and procedures.
- Maintain a detailed and up-to date knowledge of all relevant policies, products and services, ensuring customers are provided with a professional and high quality service.
- Manage write offs and make recommendations for write off when appropriate.
- To work collaboratively and supportively with peers and colleagues in the team, the Branch Network, Customer Direct, Credit, and the wider teams within Customer Service Delivery coordinating efforts and sharing best practice in order to maximise the quality of service to the customer.
- Maintain effective and professional relationships with internal and external stakeholders, ensuring high levels of service are provided.
**What skills / qualifications will you need?**
- Essential _
- Experience in dealing with all aspects of customer service including outbound calling to customers with strong verbal & written communication skills
- Having an assertive but tactful approach with customers whilst considering customer’s circumstances and vulnerabilities at all times.
- Have strong negotiation skills and the ability to explain financial matters firmly and clearly.
- To be able to demonstrate resilience when having challenging conversations
- Good listening and communications skills to effectively gain a thorough understanding of what is required.
- Ability to monitor, analyse and interpret information
- Preferred _
- Experience in dealing with customers in collections and recoveries & managing customers
- Experience in managing vulnerable customers in financial difficulty
- Experience within a collections and/or credit control environment
- Knowledge of relevant bank policies and procedures
**Salary & Benefits**
- Salary scale of £ 19,985 - £31,226.
- 32 days’ leave per year (22 days’ annual leave plus 10 paid bank holidays).
- Company pension contribution - we will contribute up to 10% of your salary.
- Funded private medical care provided by Benenden.
- Access to ‘Danske Discounts’ offering discount on a wide range of products and activities such as eating out, fashion, accommodation, motoring and gym membership.
- Financial support for Further Education after successful completion of 12 months service.
- Cycle to Work scheme.
**Please Note**
- This is a full time role at 35 hours per week.
**Why we think you’ll love it here**:
**_We are a flexible employer _**
Our hybrid working model is based on our colleagues’ need to concentrate, collaborate and connect.
It provides flexibility of work location within a framework where an individual’s role allows:
- Minimum 2 day in the office per week
- Minimum 2 days at home per week
- Remaining time is a choice of home, local branch or office locations
We have comprehensive support virtually and in person to support you as you start your career with us.
We want to be the best bank for our customers, coll
