Job title: Collections & Recoveries Adviser
Location: Milton Keynes
Closing date:
Job Summary
The purpose of this role is to be responsible for the day-to-day handling of customers who are having difficulties paying their home or buy to let finance. To encourage early engagement with customers and provide support in an empathetic manner. To provide support to customers that is flexible based on their individual circumstances, ensuring the regulatory requirements and an effective customer journey is achieved.
Key responsibilities
- Making outbound calls, answering incoming calls, and responding to customer correspondence in a timely manner.
- Build customer relationships by actively listening and resolving queries/complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
- Monitor all customer cases where payments are not being made as per the Terms and Conditions of the finance including but not limited to monitoring payments, writing to customers, and liaising with third parties.
- Identify and escalate any issues to managers.
- Develop and maintain a working knowledge of policies, procedures and systems.
- Adhere to the risk framework, identifying and escalating any issues as they arise.
- Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.
Skills required
- Collections experience required (experience within conventional mortgages or Islamic home financing is desirable).
- Good knowledge of Consumer Duty regulations (desirable).
- Customer service experience in a regulated environment (desirable).
- Experience working with vulnerable customers (desirable).
- Excellent customer service and problem resolution skills.
- Ability to multi-task and work in a fast-paced environment.
- Excellent verbal and written communication skills and attention to detail.
- Ability to prioritise workload effectively and adhere to SLAs.
- Ability to meet deadlines along with excellent time management skills.
- Adaptable and flexible within a dynamic environment.
- GCSE English and Mathematics (or equivalent).
Application
To apply, please send your CV to careers@gatehousebank.com