Job Description
About the team:The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.
What you will be doing:This is a contact centre based position where as Financial Support Consultant you will be liaising with customers over the phone, via email, via letter and utilising text messages. You will need to spend time reviewing their financial situation and understanding their individual circumstances. You will then work with our customers on a tailored solution to aid with the clearance of their arrears whilst delivering outstanding customer service.
Your responsibilities will include…Communicating effectively with customers to understand their financial situation, asking exploratory questions in order to agree suitable arrangements for repaymentUsing a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and lettersEnsuring a consistently high level of customer serviceMaking business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journeyIdentifying customers that show signs of vulnerability a...