Overall Purpose of the job
The principle responsibility of this role is to communicate/negotiate with customers and/or their representatives (e.g. solicitors, debt advisor’s, brokers) in order to rehabilitate/ provide solutions to defaulting loans & mortgages through contact & consultation and at all times, adhering to collections Policies and Financial Regulations & Legislation.
Key Accountabilities
- Carry out post, email and telephonic duties (manual and auto/predictive dialler activities). This will include: Completing DPA checks, Handle standard queries and where appropriate, transfer non-standard enquiries to specialist Agents/departments, Taking payments from customers & authorised parties including setting up Direct Debit instructions, Accurately record events (e.g. telephone calls) onto the Account administration systems, Respond to customer queries in the form of free format letters, where appropriate, Respond to inbound calls and conduct outbound telephonic campaigns on defaulting loans & mortgages
- Effectively negotiate arrangements offered, using influencing and negotiation techniques. This will include: Accurately capturing information to assess customer circumstances including customer Income & Expenditure information
- Ensure decisions are made in line with Collections/Client Policy rules and Financial Regulations & Legislation. This will include: Consideration of forbearance options, instruction of field agents, identifying & assessing vulnerable customers & considering/applying forbearance solutions, instruct debt collection agents/tracing agents in line with Special Servicing/Client Policy rules, instruct solicitors in line with Special Servicing/Client Policy rules
- Carry out external service provider administration. This will include:
Respond to any account/customer related queries raised by external service providers, carry out the reversal of Fees in accordance with Fee Reversal policy - Investigate & respond to complaints raised by customers and/or their representatives
- Carry out the administration of Term Expired cases. This will include: Conducting outbound telephone campaigns, responding to customer queries, considering/offering forbearance/redemption solutions in accordance with company & client policy, accurately recording events and proposed/agreed solutions
- Investigating and responding to customer queries relating to Credit Reference Agencies records
- Assist in the review of processes & procedures as part of a continuous improvement programme
- Carry out other tasks & duties as assigned by Reporting Officer
Knowledge, Skills
- Ability to work in within a target-driven, fast paced, telephoned based financial environment with a desire to exceed expectations
- Positive attitude and resilient when faced with challenging situations
Ability to assess, analyse & recommend solutions to customer & process related challenges/problems - Multi-tasking in the role to ensure that the business one touch approach to customer service is taken forward
- Answering a high volume of calls and maintaining a rapid response rate according to agreed standards
- High degree of numerical & grammatical accuracy with an attention to detail
Qualifications & Experience
- Minimum of 5 GCSEs (or equivalent) at C, to include Maths and English
Salary: £19500 – £25000 dependent on experience + benefits + bonus
Location: High Wycombe, Buckinghamshire
For more information regarding the role of Mortgage Collections please contact us.
Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful candidates within two days
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