Job Description
About the Team:
The Financial Support Team is dedicated to delivering excellent customer outcomes for those experiencing financial difficulties. Our goal is to provide tailored solutions that meet each customer's unique needs.
Your Responsibilities:
* Communicate effectively with customers to understand their financial situation and develop suitable repayment plans.
* Utilize various communication channels, including phone calls, emails, and letters, to ensure timely interactions with customers.
* Maintain a consistently high level of customer service.
* Make informed decisions about next steps, prioritizing customer satisfaction and well-being.
* Identify customers who may be vulnerable and work within our framework to ensure their needs are met.
* Update system notes to accurately reflect conversations with customers.
* Develop your performance based on feedback from the Quality Assurance team regarding call handling, case management, and effectiveness.
This role requires strong verbal negotiation, communication, empathy, and listening skills, as well as previous experience in a customer-focused arrears role.