Customer Account Manager /Commercial
"customer accounts manager (commercial mortgage collections) - regional Wales coverage"
Specialist commercial property lender and mortgage servicer is looking for a talented customer accounts manager to cover South and Central Wales areas.
As the role covers a wide Central and South Wales area the successful candidate must be a FLUENT WELSH SPEAKER (non negotiable)
This is an established company with multiple awards won for their services to commercial lending industry.
The role will be home based consultative service covering a large geographical area with business properties/establishments visits.
This is not a sales role – the company is looking for a talented account manager with ability to relate to people and excellent negotiation skills.
This is also not a debt collectors role as customer account manager will offer solutions and find fair ways to the customer in order to solve the debt catch up with missed payments.
This is a permanent role – 37.5h/week targeted on visits and quality of reports.
Salary offered £28k plus very generous car allowance and petrol expenses covered.
They are also providing a generous pension option, Bupa health care benefits and 25 day holidays.
Role purpose:
To pro actively manage a own cases ensuring problem solving, loss mitigation and collection techniques are utilised effectively to maximize returns and minimize exposure.
Experience and understanding of Mortgage debts and collection processes is a must
Main duties:
· To prioritise key accounts to closely manage, identifying the problems, implementing solutions, monitoring the success and initiating swift remedial action where appropriate
· To effectively communicate with customers and 3rd parties to ensure the best conclusion is obtained in the shortest time frame
· To effectively communicate with primary servicer to ensure communication lines are sufficient to assist in obtaining the best possible financial result in all circumstances
· To provide accurate information on the condition of the security and the prosperity of the business
· To identify any other opportunities that would mutually benefit both the lender and the customer
· To locate and contact customers where there has been no response to letters, telephone calls or where they may have absconded
· To conduct ad hoc checks on agents and provide feedback.
· To act as an ambassador for the lender at all times
· To ensure adherence to deadlines and targets with specific regards to the number of visits undertaken and quality of reports returned
· To agree and implement quality repayment plans and ensure these are maintained
· To successfully manage the arrears performance within own designated area and that of the portfolio overall
Technical skills
o Relevant experience in the finance sector within the commercial mortgage industry
o Minimum 3 years working in the field, with face to face customer experience in collections, investigative and problem solving role
o Excellent verbal written communication skills
o Good working knowledge of Microsoft Office applications able to build structured reports
o Understanding awareness of DPA and legislative requirements
Able to negotiate and structure repayment plans in line with mandate
o Good working knowledge of litigation process for both secured and unsecured debt
o Sensitive to the relationships with any intermediaries
o Able to work on own initiative and to contribute to the Customer Account Manager Team objectives
o Ability to build productive relationships with 3rd party contacts
o Previous home working experience required
The company is looking for a person that will fit in to their ethos and has got a sense of moral obligation to customers.
So if you are inquisitive, determined, self motivated and results driven this position might be for you!
The role will require a person who is able to meet targets and achieve deadlines and has got an ability to prioritise their workload and work under pressure.
As it is mainly field based role – you will need to be a self starter and motivator.
You must be fluent in Welsh!
If you are interested in this position and would like to apply, please email your details to Daiva Adey : daiva.adey@hays.com
Or call 02920398198
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