Collections Agent Job in Solihull, West Midlands

Collections Agent Job in Solihull, West Midlands. Apply for the latest Solihull, West Midlands jobs in Accounting/Financial/Insurance.

Collections Agent Job in Solihull, West Midlands

Job Description
SPECIALIST COLLECTIONS AGENT

Our client is an award-winning bank providing savings accounts and lending services to over one million customers.

Specialist Collections Agent

Business: VEHICLE FINANCE

Reporting to: Collections Team Leader

Business area: Collections

Location: Solihull

Our client's customers are at the heart of everything they do, but they can't achieve their customer focused strategy without the right people in their team.

They know that people are their biggest investment, which is why a career with them is not just a job. It's the chance to be part of something bigger, to add real value to the Group and help them constantly improve, in order to achieve their ambition of becoming the best bank in Britain.

They believe in giving their staff autonomy, with initiative and exceptional performance recognised through a variety of individual and team awards and incentives. All their employees have a tangible impact on the Group's core values, and they are looking for candidates who are enthusiastic, proactive and enjoy working in a fast-paced environment. So, join them as we strive to Grow, Sustain and Care

Job purpose

The Collections team is responsible for providing great customer outcomes and achieving key business commercial goals

You will talk with customers, listen to them and work with them to agree a way forward, such as a agreeing an affordable and sustainable repayment plan, or the return of the car. You'll achieve this by demonstrating fantastic customer service expertise, such as empathy and listening skills, using the information shared with you to enable your customers to make informed decisions

Job Description

· Consistently perform against a suite of KPIs across Customer Experience & Outcomes, Sustainability, and Commerciality

· Contact customers via phone (both inbound and outbound calls using dialler software), and email, to discuss their account and agree a way forward such as agreeing an affordable and sustainable repayment plan, or the return of the car. Where needed, provide Breathing Space and/or signpost for Free Money Advice. Ensure that the collections software is updated accurately to capture what you have discussed and agreed

· Effectively identify customers who may be experiencing vulnerability, supporting them appropriately, which may include a referral to their specialist support team

· Identify customer complaints, capturing these on the complaints software, and where appropriate resolve the complaint yourself, otherwise escalating to the complaints team

· Proactively promote customer service excellence by sharing ideas to improve customer experience with us

Key Responsibilities

· Consistent performance against a suite of KPIs to deliver great customer outcomes, and achieve business goals

· Adherence to agreed schedules

· Regulatory compliance

· Undertake mandatory training, and pass all associated assessments (a combination of monthly, and annual assessments)

Person Specification

Knowledge, Skills and Experience

· A good communicator, great listener and able to demonstrate empathy when needed (which will be often!)

· Experience working in a Contact Centre environment before, or have extensive experience within a customer-facing role

· An understanding of regulatory requirements (including CONC and CCA) within the financial services industry or a strong willingness to learn.

· You have a can-do attitude and want to build a career within financial services

· Enjoy working in a fast-paced environment

The detail

Our opening hours are Monday to Friday 8.00am – 7.00pm and Saturday 9.00am to 1.00pm. You will work a flexible shift pattern within these hours, and they are happy to discuss options including part time hours that suit your needs.

They have a hybrid working environment so once you are fully trained and competent in role, you can work remotely for part of the week.

How you will be rewarded

Annual bonus scheme
Life assurance
Matched pension contributions
25 days annual leave plus bank holidays and your birthday off, on us!
A wide range of flexible benefits from Cycle2Work to private healthcare
Free fruit and hot drinks throughout the day
Paid volunteering days and matched charity fundraising
Free parking

Job Type: Permanent, Full Time
Location: Solihull, West Midlands
Category: Accounting/Financial/Insurance
City: Cheswick Green
County: West Midlands (County)
Country: United Kingdom
Salary: £21999 – £26001/annum
Benefits: