Customer Relationship Specialist

Company Description
**Starting salary £37,000, plus performance bonus and benefits**

**We are Together** - A specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders. We play our part to turn challenges into opportunities which make our customers' financial ambitions accessible.

Based** **in Cheadle, South Manchester, we’ve been established since in 1974 and have built a team of over 750 colleagues who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them.

**Job Description**:
As a Customer Relationship Specialist you will deliver high levels of service so that customers’ needs are met and delivery of appropriate customer outcomes.

You will proactively assess and agree the arrears collections strategy on escalated accounts. Completing full account reviews establishing the type of security to ensure the correct escalation of accounts, in order to mitigate risk and potential financial loss through commercial analysis and effective relationship management

**Key accountabilities**:

- Present a professional image of the company to deliver positive customer experience throughout the customer journey
- Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate TCF principles
- Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes
- Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
- Manage vulnerable customer cases in order to ensure the most appropriate support is provided
- Identify and accurately record any complaints received from customers and achieve first time resolution
- Responsible for identifying and reporting any incidents of breaches of operational processes and policies
- Consistently complete security assessment reviews on escalated accounts in order to mitigate risk and minimise potential financial losses
- Proactively manage recovery strategies with customers to reach an appropriate outcome
- Develop an effective working relationship with key stakeholders to ensure an efficient service is provided
- Ensure effective portfolio management in order to deliver excellent service, maintain relationships and provide suitable customer outcomes
- Utilise effective questioning techniques to understand the customer circumstances, to ensure accounts are managed to exit in a timely manner

**Essential skills and experience**:

- Collections experience
- Strong communication skills
- Portfolio management experience
- Problem Solving & Objection Handling Skills
- Excellent attention to detail
- Strong literacy and numeracy skills
- Good multi-tasking skills
- Flexible approach & ability to adapt to change
- Organisational Skills

**Nice to have skills and experience**:

- Experience of Commercial Lending within the property sector
- Commercial recoveries knowledge, including Litigation & LPA Receivership

Additional Information
**Benefits working at Together**
- 26 days holiday (increasing with service), plus bank holidays
- Buy & sell holidays
- Discretionary annual bonus
- Matched pension contribution
- Life assurance
- Critical illness cover
- Health cash plan
- Private medical insurance
- Free access to company holiday homes
- Travel season ticket loans
- Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts

**Ambition is in our nature and we’ve created ambitious commitments to make sure we can play our part in protecting the future for generations to come. Check out our Sustainability page to find out more**:
Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

**_ Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks._