Location: High Wycombe
Salary: Up to £19k + monthly bonus & benefits
Our client is looking to recruit Call Centre Advisors for their office in High Wycombe (soon to be moving to Maidenhead). The Call Centre Advisors do a very important job, by collecting all outstanding secured loan payments from our client’s customers. Through telephone or written contact, using a combination of very good customer communication and negotiation skills to deliver excellent customer service, provide positive solutions and facilitate the rehabilitation of customers’ accounts. The role will include the following key activities however not exhaustive:
• Answer high volume of inbound collection calls and assist customers with their specific enquiries on the phone.
• Make outbound collection calls to contact the customer directly and provide account information.
• Undertake customer income and expenditure analysis on the phone to understand the customer’s financial circumstances to tailor actions to the customer’s individual circumstances whilst working within company processes and guidelines.
• Review and update company systems to ensure information is accurate and correct for each customer.
• Working in accordance with the Data Protection Act to ensure all standards are met and customer information is correct.
• Act within the spirit of Treating Customers Fairly whilst ensuring the affordable repayment of mortgage and loan arrears.
• Identify areas of improvement and recommend solutions through line management.
Required Skills:
To be successful in this role, you will need to be a highly motivated individual who enjoys taking ownership and accountability when making business and customer orientated decisions, whilst ensuring that we provide excellent customer service at all times. We are looking for someone who has a natural ability to communicate effectively over the phone and can provide excellent customer service catered to each individual customer. You will need to have strong listening skills, ability to multi-task and have strong attention to detail.
Required Experience
Previous experience of call centre collections duties is preferred however we believe that anyone who has a strong inclination to work in a fast paced, call centre environment and is results driven to exceed expectations will excel in the business. Experience working as part of a team and in a dynamic environment whilst maintaining a positive attitude and resilience when faced with challenging situations is crucial to have. Experience of communicating and influencing customers over the phone is preferential and you will require experience in using Microsoft Applications.
All applicants would require a minimum qualification of 5 GCSE’s and to achieve a mimimum grade C in English Language and Maths in order to apply for this role.
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