The Role:

We are looking for someone who can make a difference by helping our customers when they are at their most vulnerable and require support. It is never easy talking about debt but you will create an atmosphere of compassion with your understanding and clear communication skills.

If you are passionate about helping customers, this is your chance to shine. We are looking for someone who can make a difference by not only delivering an excellent service for customers but someone who looks for the right customer outcome each and every time.

Please note, you must be able to start the role on the 28th of October 2024.

Responsibilities:

• Be passionate about customers and wanting to help support our customers when they need us most.
• Become the point of support for our customers when they contact us via mail, telephone, and letter.
• Help new and existing customers with a range of forbearance and payment queries.
• Take full ownership for your calls, solving customers’ problems and providing excellent customer service.
• Resolve customer queries in a timely, empathetic, and transparent way, so good customer service skills and the ability to build strong relationships will be key.
• Be ready to assist customers who are vulnerable or need that extra level of empathy and support.
• Work with customers to find appropriate and individually tailored forbearance solutions.
• Liaise with customers, and staff regarding client queries, resolutions, and payments.
• Make outbound calls and emails to customers to resolve and support any missed payments.
• Have a good understanding of financial regulations and ensuring that we adhere to these.

About Us:

One-third of the UK working-age population is not able to access mainstream financial services. These people find themselves excluded from affordable credit and treated poorly by mainstream financial institutions. Too few are successfully supported on the journey to financial health. Our purpose is “To improve the nation’s financial health through accessibility, affordability and community.”

We are a fast-growing social FinTech (Financial Technology) company giving not-for-profit Credit Unions in the UK access to a state-of-the-art fintech ecosystem. We aim to grow a select group of Community Lenders into a network of challenger banks offering a viable alternative to high-cost lenders.

Requirements

This is a high impact role in a fast-growing business and hence the ideal candidate would be:

• 2+ years of experience in a Collections environment (preferably in financial services/fintech)
• You are focused on quality, customer service and delivering fair customer outcomes.
• You are empathetic and committed to helping customers.
• Able to handle difficult conversations
• You can work well as part of a team; decisive; goal-oriented; proactive.
• You have sound working knowledge of MS Word, and Excel, and experience in task/process-based evaluation.
• You are organized and with exceptional attention to detail.
• Good working knowledge of relevant regulatory bodies such as FCA, PRA
• Sound understanding of key regulatory principles such as Consumer Duty and Treating Customer’s Fairly

Benefits

• Competitive salary
• 25 days annual leave
• Pension
• Discount shopping
• Private health insurance
• Subsidised Gym Membership

Commitment:

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note that all roles are subject to pre-employment checks.