Collections Advisor
Job Title: Collection Advisor – Retail Operations, Collections Recoveries
Rate of Pay: £10/hour
Hours: 3 weeks in training Mon – Fri 9.00-5.00; Working hours Mon - Fri 4.00pm to 9.00p.m Saturday 8.00-6.00
Dates: 14/5/2013 – 31/1/2013 (7.5 months)
Location: Manchester City Centre
Multiple roles available to join an organisation with over 300 years’ experience in helping millions across the globe with their finances. We employ over 140,000 people globally, 34,000 in Retail and Business Banking in the UK.
Looking for confident and pro-active individuals to work as part of the collections and recoveries team in Manchester City Centre. Our vision is to make life easier for our customers, each other and our communities by putting the customer at the heart of everything we do.
Duties
Working with customers to resolve potentially complex financial and/or emotional situations and negotiate repayment terms to achieve the best outcome for the Bank and the customer on accounts with balances up to £100,000.
Proactively identifying and escalating fraudulent accounts to reduce losses to the Bank.
First point of contact to prevent complaints from escalating.
Escalating complaints, issues and problems to the team leader.
Working with colleagues and areas across the organisation to enable the delivery of consistently high standards of ‘seamless’ customer service and achievement of customer service and sales targets.
Suggesting and implementing operational process improvements, supporting colleagues to accept and adapt to the resulting changes, to deliver a better service for our customers and/or improve efficiency.
Supporting the team leader and, where necessary, supervising allocated activities or undertaking -telephony and centre administration activities to ensure the effective and efficient operation of the team and centre.
Proactively providing advice, coaching and support to less experienced colleagues to embed best practice and in support of their personal development objectives.
Proactively developing the necessary knowledge and skills needed to achieve successfully delivery and provide accurate
Experience Required – Do not apply if not.
6months in a call centre or equivalent environment.
6months in an operational or customer service role handling a range of high volume queries and transactions.
An understanding and knowledge of the Financial Services market and the products, services and customers.
Skills
Shown a willingness and ability to learn and develop.
High level of competency in English and Mathematics.
Computer literate – including high level of proficiency in MS Word and Excel.
Must know about the complexities of IVA, Bankruptcy and Trust Deed regulations and laws and financial services guidelines such as the Financial Services Act.
Apply the most appropriate influencing and negotiation approach to each situation.
Focus on and anticipate customer needs and requirements.
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