Overview:
We have an exciting opportunity for a Customer Services Manager to join our growing organisation. We are seeking an enthusiastic and driven individual seeking to progress their career in a fast moving environment. Experience in secured lending collections is preferred but not essential.
Key responsibilities:
* Communicate and engage with customers with customer service queries and / or those customers whose accounts are overdue using the appropriate communication channels
* Manage payments for overdue accounts in line with the Consumer Duty outcomes and ensuring that payment arrangements are within the customers' ability to pay
* Utilise tools such as income and expenditure forms in order to ascertain the customers' ability to repay where necessary and appropriate
* Identification and management of vulnerable customers in line with company policy
Key Skills:
* Communication skills: Ability to interact with customers and colleagues, in a calm and supportive manner
* Customer Service Skills: Ability to handle customer queries and complaints professionally and provide effective assistance.
* Attention to detail: Detail oriented, analytical and inquisitive with strong documentation capabilities.
* Problem-Solving Skills: Capacity to identify issues and find appropriate solutions. Ability to develop, analyse and present Management Information
* Time Management: Extremely well organised individual with strong time-management skills
* Teamwork: Strong people skills, being able to engage collaboratively with then business, stakeholders and third-party partners but can work independently where required.
* Experience in secured lending collections is preferred but not essential