Job Ref: 215797619

Date: 2022-02-11 15:19:28

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Collections and Recoveries Agent

Not your standard Collections role! We have an opportunity with a growing challenger bank, working largely in the Home Finance sector. The purpose of this role is to be responsible for the day to day handling of customers who are having difficulties paying their home finance. This will involve designing, supporting implementating and adhering to special servicing processes and strategies, ensuring the regulatory requirements and an effective customer service is achieved. The role involves oversight responsibilities in ensuring that the customer services team are trained in managing arrears effectively.

You are not using a dialler, or following a script. This is a role where you will be communicating with customers across the world, utilising email, letter and telephone to liaise and provide an exceptional level of service and support.

Role duties:

Answer incoming calls and respond to customer correspondence in a timely manner
Build customer relationships by actively listening and resolving queries/complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently.
Monitor all customer cases where payments are not being made as per the Terms and Conditions of the home finance including but not limited to monitoring payments, writing to customers and liaising with third parties
Identify and escalate any issues to supervisors

Experience:

Banking experience – in home finance and arrears handling (desirable).
Customer service experience in a regulated environment (desirable)
Excellent customer service, problem resolution skills and strong PC skills.
Happy and motivated to work in a busy environment.
Excellent verbal and written communication skills and attention to detail

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