A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK, and we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re looking for an opportunity to grow in a friendly environment, we’re looking for you!
We’re flexible, inclusive, committed to your wellbeing, and passionate about you reaching your potential. Let’s grow together …
We are excited to announce we are currently recruiting to expand our innovative and energetic team. You will be part of a dynamic team on a mission to revolutionise customer experiences. You must be self-motivated and pride yourself on building excellent relationships with customers.
Career progression is a strength as our highly profitable business continues to grow and invest across all areas, taking our ambitious plans to the next level.
Purpose of the role
The role involves efficiently recovering monies due on consumer portfolios within current regulatory frameworks, involving verbal and written communication with customers and third parties. A high level of commitment, self-motivation, and adherence to regulation and policies is required to ensure good outcomes for customers.
Duties and responsibilities
* Deal empathetically with customers, understanding their circumstances
* Examine accounts in arrears and up-to-date accounts, working proactively with customers, including vulnerable or hardship cases
* Handle escalated calls, making decisions on the correct course of action
* Understand financial hardship reasons and make sustainable arrangements
* Communicate and monitor payment arrangements in line with policies and affordability
* Monitor Judgment / orders cases to ensure payments are made as ordered
* Provide accurate information timely via relevant methods
* Identify customer needs and complete required actions
* Manage and update relevant information on systems
* Adhere to departmental and HRD processes and procedures
* Perform tasks within service levels and represent the organisation professionally
* Adhere to regulations and legislation (FCA, OFCOM, GDPR, etc.)
* Operate on automated dialling systems
* Embrace policy changes and use initiative for optimal outcomes
* Achieve personal objectives and report risks
About You
Skills
* Excellent communication, empathy, and process challenge skills
* Ability to work independently and in a team
* Identify vulnerabilities or complaints effectively
* Adapt communication style as needed
* Strong problem analysis and attention to detail
* IT aptitude and system learning ability
* Remain calm under pressure
We encourage you to apply even if you don’t meet all criteria. We value diversity and are excited to hear from passionate individuals. Further details are available in the downloadable Purpose and Performance Profile (PPP).
Our start date is 4th August 2025; please apply promptly.
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