Job Description
As a Relationship Manager, you will be part of our Collections, Recoveries and Customer Support team. Your aim will be to understand a customer’s circumstances and offer the appropriate sustainable support for customers in financial difficulties or who are experiencing in-life vulnerabilities. You will be responsible for assessing and agreeing the recoveries approach on escalated accounts; working closely with the customer and third parties. You'll manage a portfolio of accounts, completing full account reviews to ensure full knowledge of the customer, their situation and the security in order to identify the right course of action mitigating risk and financial loss.
As a Relationship Manager, we are looking for someone to:
* Manage a portfolio of accounts in arrears; working with customers and third parties to reach an appropriate outcome
* Complete reviews on escalated accounts to assess the situation and identify actions / next steps
* Work with third parties to ensure accounts under receivership and/or litigation are being managed appropriately
* Utilise effective questioning techniques to understand the customer circumstances, to identify the right approach for managing the account
* Deliver good customer outcomes, balancing customer and commercial requirements
* Identify and manage vulnerable customers to ensure the most appropriate support is provided
* Improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
Qualifications
Essential
* Experience of working in a Collections and Recoveries environment
* Ability to demonstrate end to end case management
* Able to problem solve and make decisions balancing customer and commercial considerations
* Able to have difficult conversations and objection handle
* Able to take a flexible approach; providing creative solutions and adapt to change
* An excellent understanding of what a good customer outcome looks like
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Additional Information
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.