What's the role?
Our client, a specialist Mortgage Lender is seeking Financial Support Consultants to work with customers who are experiencing financial difficulties to discuss and arrange suitable repayment options for the timely collection of their mortgage arrears.
This is a contact centre-based position where you will be telephoning and interviewing customers to complete income and expenditure forms. You will investigate and monitor mortgage interest/benefit agency payments, arrange payment schedules and agree arrangements for the clearance of arrears.
This is a challenging and highly rewarding role; supporting our customers at their most difficult times to find the best outcome to support their financial needs. You will be provided with full training on how to deal with various types of queries, and how to ask the right questions to negotiate and work with the customer to find a suitable solution.
Tell me more
- Location: Hybrid/Wolverhampton (First 8 weeks Training - office based, then moves to 2 days WFH/3 days in office)
- Rate: £26,500 - £28,000 and a competitive benefits package, which includes a discretionary annual bonus opportunity of up to 12.5% of salary.
- Work Pattern: Monday - Friday , 35 hours per week (with differing working patterns between 0800 - 1800 hours)
- Start Dates: ASAP
- Duration: Permanent
Responsibilities:
- Communicating effectively with customers to understand their financial situation, asking exploratory questions to ensure a thorough understanding in order to agree suitable arrangements for repayment
- Using a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and letters
- Ensuring a consistently high level of customer service through all communication methods, using appropriate tools and methods available
- Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey
- Identifying customers that show signs of vulnerability and working within the Group's framework to ensure suitable steps are taken
- Updating system notes to accurately reflect the conversation with the customer
- Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling and effectiveness
Essential skills & experience required:
- Previous work experience in a financial support or collections role
- Experience communicating with customers via all communication channels
- Provide excellent customer service and empathy to work with vulnerable members of the public
- Work to set personal performance standards and work with the team to contribute to customer outcome within a timescale