Customer Support Account Manager in Redditch - CV-Library

We are looking for 6 Customer Support Account Managers due to a period of growth within a reputable company in Redditch.

Working in a dedicated team, primarily assisting those who have fallen into arrears but also providing a support service for general customer enquiries.

The objective of the role is to improve loan book performance through the effective use of arrears management treatments and techniques to support and guide customers towards maintaining repayments.

The 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.

The Company is committed to delivering an exceptional customer experience by providing excellent personal service through assessing each customer’s individual circumstances and providing the most suitable solution whilst working within a regulated environment.

THE ROLE

1. Supporting customers from the onset of payment difficulties

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

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

4. 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

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

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

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

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

9. 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

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

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

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

13. Managing multiple cases simultaneously, effectively prioritising workload in line with Company objective

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

JOB TRAINING/EXPERIENCE

Previous experience in collections or arrears management in a regulated financial services environment desirable but not essential

Customer account management experience advantageous

BENEFITS

Salary

Starting salary £25,000 with incentive scheme offering OTE of £28,500. Incremental salary increases based on length of tenure and performance.

Working Hours
5 day 40 hour shift basis to cover the core business hours of 08:00 to 19:00 Monday to Friday plus 09:00 to13:00 Saturday once a month (actual hours may vary and will be arranged according to business needs and priorities)

Holiday

25 days + bank holidays, increasing by 1 day for each 5 years continuous employment up to a maximum of 30 days.

Benefits

Pension contribution (8%)

Death in Service 4 x salary

If you are interested in one of these positions, please hit the apply button now and we will be in touch with you.

Thank you