Join to apply for the Collections Executive role at Lightfoots Solicitors
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Join to apply for the Collections Executive role at Lightfoots Solicitors
Lightfoots Solicitors has been at the heart of the community in Thame for 170 years. With five offices across Oxfordshire and Buckinghamshire, Lightfoots is proud of its unrivalled reputation of excellence for all of our services.
We are expanding our Litigation team to support the acquisition of a major new contract. This is an exceptional opportunity to join a thriving team and play a key role in delivering excellence as we take on an innovative new challenge.
Our Customer Solutions Associates, will engage with customers of a major retail bank. This role is critical to ensuring customers receive understanding, empathy and a professional approach, therefore a passion for customer service is key for success in this role.
Key Responsibilities
* Dealing with customers for queries and information requests.
* Adhere to the Firm's policies and processes.
* Contact customers regarding overdue balances, payments, fees, and charges to ensure informed customer interactions.
* Conduct inbound and outbound calls professionally and empathetically, ensuring fair treatment and good outcomes for customers.
* Establish reasons for arrears and ensure collection of required information including updated income and expenditure/ affordability data, in view of any changes to the customer’s circumstances.
* Discuss potential forbearance options with the customer and agree the best possible payment arrangement in the given situation.
* Identify 'vulnerable' customers and provide tailored support in line with the Firm’s Vulnerable Customers Policy and client requirements as required.
* Establish and maintain effective working relationships with key third-party business partners.
* Provide relevant statements to customers promptly in accordance with regulatory guidelines.
* Recognise and identify customer complaints, escalating them appropriately.
* Assist customers in arrears by presenting information and available options in accordance with client requirements.
* Escalate accounts in accordance with Firm procedures when all options to recover monies have been exhausted, and legal action may be required.
* Report incidents with potential customer impact to management.
* Assist in identifying potential financial crime, money laundering, or criminal activity, following prescribed processes.
What We’re Looking For
* Proven experience in the FCA regulated Financial Services within UK.
* Reasonably good knowledge of lending products, preferably within the mortgage sector.
* Prior experience in Customer Services or Arrears Management, with a preference for candidates with experience in mortgage administration/ servicing.
* Awareness of legal and regulatory environment in relation to mortgage lending and administration.
* Customer-focused approach, preferably with awareness of Consumer Duty.
* Exceptional telephone skills and strong written and verbal communication skills as well as high levels of integrity
* Proficient in Microsoft Suite, particularly Excel.
Why work for Lightfoots Solicitors?
Our staff are our greatest asset, and we work hard to provide a culture where you can thrive and enjoy a fantastic career. Our benefits package has been built around what our people value the most;
Money Matters
* Competitive industry salary - with annual salary reviews & bonus scheme
* Enhanced pension contributions - with qualifying service
* Discounted legal fees - discounted conveyancing & wills for you and your family
* Personal financial advice - helping you achieve your financial goals
* Discounts - from a wide range of retailers
* Employee Referral Scheme - up to £1000 bonus
Mind, Body & Soul Matters
* Enhanced holiday allowance - which increases with service
* Private Health Insurance - with Bupa (with qualifying service)
* Healthcare Cash Plan - money back for everyday health expenses, for you and your dependents, such as optical & dental
* 24/7 Virtual GP Access - help & support available for when you need it
* Company Sick Pay - with the option to use this for caring for a dependant
* Free flu jabs- onsite annual flu vaccinations
* Discounted Gym Memberships - as well as discounts for other health related retailers
* Free fruit in all offices - fresh fruit delivered to the office each week
* Employee Assistance Programme - 24/7 access to counselling and support
* Mental health first aiders - we have nine qualified Mental Health First Aiders across the firm providing confidential support
* Wellbeing events - held throughout the year, from stress resilience workshops to wellbeing breakfasts and lunchtime walks
* Paid volunteer days - to volunteer for a charity of your choice
* Events - firm organised events throughout the year including quarterly socials, breakfast briefings, book club, Christmas party & lots more.
* Committees - we have active Social ,Charity, Wellbeing and ESG committees.
Family Matters
* Enhanced family leave - enhanced pay for Maternity, Adoption, Paternity & Shared Parental leave
* Flexible working - our Flexible working policy helps with your work life balance
* Flexible sickness entitlement - the option to use your own sickness entitlement if a dependent is unwell and needs care
* Healthcare Cash Plan - money back for everyday health expenses, for you and your dependents
Career Matters
* Learning & Development - access to hundreds of webinars and training courses
* Paid study leave - with sponsored training opportunities
* Long Service Awards - we celebrate & reward our long standing colleagues
* Lightfoots Core Values Award - Rewarding colleagues who have demonstrated our core values
Apply
If you think this role is perfect for you (or nearly perfect, we would still like to hear from you) please apply or if you would simply like to find out more you can contact our recruitment team on recruitment@lightfoots.co.uk.
As a Disability Confident employer, we promote diversity and provide equal opportunities for all individuals. We prioritise inclusivity and ensure we have a supportive and accessible workplace for those with disabilities. If you require any adjustments to be able to attend an interview please do let us know.
Recruitment decisions are made on fair and objective criteria.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Accounting/Auditing and Finance
* Industries
Law Practice
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