Position Type: Full-time / Permanent
ROLE OF DEPARTMENT
The Lender Service Practice Group provides a complete range of debt recovery services including repossession conveyancing, operating under a centralised management system allowing us to deliver consistently exceptional service.
JOB PURPOSE
Working on behalf of our clients dealing with the conveyancing process with repossession sales properties. There is a strong focus on providing excellent customer service and a high level of quality in line with client Service Level Agreements
KEY RESPONSIBILITIES
* Ensure all relevant processes are followed up in a timely manner in line with client service levels and the court process
* Update client queries and provide updates/advice in a professional and efficient manner whether this is via email or via the telephone
* Ensure all work is undertaken in line with internal and client SLA's
* Update external third-party companies, agents or other representing parties as and when required
* Adhere to company policies and procedures, demonstrating good customer service when dealing with Inbound and Outbound calls with customers, clients and Third Parties.
* Maintaining Internal and client SLA's,
* Complete compliance modules and when assigned to ensure up to date knowledge of regulation and code of conduct.
* Treat all customers fairly, professionally and within legislation
* Record customer complaints where identified with the relevant information and in line with the complaints procedure
* Follow all internal processes and procedures
* Opening files from instruction.
* Issuing contract packs.
* Updating Asset Managers.
* Processing incoming post.
* Work effectively as part of a team and support each other as and when required
QUALIFICATIONS
Essential
GCSE or equivalent in Maths and English with a minimum grade C
SKILLS AND EXPERIENCE
* Previous experience within the Financial Services sector or a regulated environment is advantageous
* Working knowledge and understanding of FCA guidelines and principles
* Ability to take ownership and manage own work through to conclusion, escalating issues as appropriate
* Computer Literate
* Excellent Telephone Manner
* Attention to detail and accuracy of work
* Ability to work well within a team and on their own initiative
* Enthusiastic – can do, will do approach
* Passionate about the delivery of exceptional customer service and the need to treat customers fairly
* Proactive problem-solving skills and the judgement to make evidence-based decisions