Job Title: Specialist Support Officer
Salary: £22,500 - £23,500
Location: Solihull
Hours: Full time, Monday to Friday - Hybrid working is available for all employees and can be tailored to suit the individual.
Description:
Would you like to be part of a values driven, award-winning business committed to employees wellbeing and passionate about creating a flexible and inclusive environment?
A well-established financial services Business with Platinum Investors in People accreditation are looking for a Specialist Support Officer to join their team.
This will involve dealing with both verbal and written communication on all aspects relating to collections and recoveries activities on their accounts but also managing requests from up to date customers defined as sensitive or vulnerable.
This company is renowned for employee retention and the benefits package that all employees receive is extensive. It includes: generous holiday allowance, with a day off for your birthday, paid community volunteering, company-wide, profit-sharing bonus, pension plan - with employer contributions of up to 10% of your annual salary, life assurance and personal accident cover.
Key Duties:
- Identify and deal with vulnerable and sensitive customers via all methods of communication.
- Deal empathetically with customers through appropriate questioning to gain an understanding of their current circumstances.
- Communicate with customers in arrears by telephone to agree and monitor payment arrangements in line with the client's affordability and individual circumstances.
- Understand the reason and likely timeframe of financial hardship and make sustainable arrangements with customers.
- Monitor Judgment cases to ensure that payments are made as ordered.
- Communicate and provide accurate information in a timely manner by relevant methods internally and externally in line with company policy and procedures.
- Identify customer needs and complete required actions in accordance with departmental processes and procedures.
- Manage, organise, and update relevant information onto relevant databases.
- Become conversant with and adhere to all processes and procedures.
- Perform all tasks within the agreed service levels.
- Represent the organisation in a highly professional manner at all times.
- Adhere to agreed company regulations and external legislation, such as FCA, OFCOM rules, guidelines and principles, GDPR, etc.
- Operate on an automated inbound and outbound dialling system.
- Embrace changes to policy and procedures, using initiative to challenge barriers and provide the most appropriate outcome for the customer.
- Proactively identify and report risk events to the relevant risk champion.
Key Skills/Experience Required:
- Experience in a similar role is required
- Demonstrate excellent communication skills, ability to empathise, and challenges processes and work approaches appropriately
- Ability to use own initiative and work as an effective team member
- Ability / experience to identify and probe effectively where vulnerability / complaint or other underlying reasons are suspected
- Ability to recognize when to adapt communication style to suit the customer or colleague
- Problem solving with an attention to detail and accuracy
- The ability to learn appropriate IT systems
- Adaptability and the ability to remain calm under pressure
- A passionate "can do" attitude
In return for your hard work, you will earn a salary of between £22,500 and £23,500 plus excellent benefits.
For more information, or to apply for this vacancy, please email your CV.
Morgan Parkes Recruitment Ltd operate in the UK and can only process applications from candidates who are currently eligible to live and work in the UK. We operate a strict equal opportunities policy.
Personal data you supply will be used for contacting you via telephone or email about our service. Your data will be kept securely and retained in line with GDPR regulations. You have the right to withdraw your consent to the use of your personal data for the specified purpose at any time.