Customer Support Account Manager in Redditch - CV-Library

We have fantastic opportunities for Customer Service Account Managers working within the Redditch, Worcestershire area.

You will be working in a dedicated team responsible for the management of motor finance customers, primarily assisting those who have fallen into arrears but also providing a support service for general customer enquiries.

This role requires strong skills in both oral and written communication, with customer interaction via ‘phone, SMS, letter and email, along with the desire to be a proactive team player.

Primary Responsibilities

* Supporting customers from the onset of payment difficulties

* Proactively contacting customers to discuss current arrears, including the effective use of outbound telephone calls, letters, emails and SMS to establish dialogue

* Responding positively, empathetically and promptly to varied incoming customer contact, including telephone calls, email and letters

* Providing solutions by negotiating tailored treatments for customers and to ensure the most appropriate solution is offered relevant to the severity of arrears and the customer’s circumstances, including options such as long term and short term arrangements

* Completing Budget Planner income & expenditure assessments to demonstrate affordability of arrangements

* Using skills and knowledge to ask open questions and, if necessary, challenge information gained, to ensure accuracy of the assessment and claimed circumstances

* Acting with sensitivity and recognition of customers in potentially vulnerable positions – mindful of the longevity of the circumstances and the solution

* Escalating last resort cases to Default and subsequently, where applicable, obtaining approval for recovery of the asset

* Liaising with third parties throughout the arrears management process; these may be acting on the customer’s behalf to negotiate an acceptable treatment or on the Company’s behalf to complete asset recovery

* Acting as first point of contact for customer complaints and recording the details accurately

* Undertaking security checks and vehicle checks using various in-house and external search tools

* Maintaining consistency and adherence to strict Company policies and all regulatory guidelines (FCA, CCA, DPA, AML, TCF etc)

* Managing multiple cases simultaneously, effectively prioritising workload in line with Company objectives

* Working with absolute professionalism and recognition of the level of responsibility the job role entails

Personal Qualities:

* Commitment

* Drive

* Organisation

* Communication

* Objection handling

* Effective listening

* Analysis and decision making

Salary, working hours & benefits:

Starting salary of £25,000 with an achievable incentive scheme offering £28,500. Salary increases based on tenure and performance levels.

Working hours will be 5 days with a 40 hour weekly shift based around covering core business operational hours of 08:00 to 19:00 Monday to Friday plus 09:00 to 13:00 Saturday once a month.

To be considered for this position, please apply directly through this link attaching and up to date CV and contact number