Customer Service Advisor - Collections

Salary: £25,000 - £26,000 per annum, plus performance bonus and benefits

We are Together - Proud to be a Financial Services success story based in South Manchester. Established in 1974, we employ over 700 colleagues.

A specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders. We play our part to turn challenges into opportunities which make our customers' financial ambitions accessible.

Over 50 years of successful trading has positioned Together as a market leader, thanks to a common-sense approach to lending.

We are looking for a Customer Service Advisor to join our Collections Team on a permanent basis based in our office in Cheadle.

You will be responsible for facilitating appropriate outcomes for customers in arrears, deliver fantastic levels of service whilst efficiently resolving queries and understand customer circumstances and identifying opportunities to provide support.

Key Responsibilities:

• Use all available methods to initiate and maintain contact with customers to ensure that a positive outcome is achieved.
• Consistently complete security assessment reviews on referred cases in order to mitigate risk and minimise potential financial losses.
• Present a professional image of the company to all customers to ensure a positive impression is created and maintained.
• Be clear and consistent in communication with internal and external customers in order to build and maintain positive working relationships.
• Proactively manage recovery strategies with customers to reach an outcome that is sustainable and plausible.
• To review and consider customer circumstances through affordability assessments in order to establish the correct foreberance tool required to support
• Demonstrate company values when dealing with customers in order to deliver TCF principles and the highest quality customer service at all times.
• Actively keep up to date with market conditions in order to align recovery strategies to support customers and minimise risk.
• Maintain up to date product knowledge to enhance the customer journey.
• Sensitively manage vulnerable customer cases in order to ensure protection for customers in order to meet individual needs.
• Ensure effective management is carried out on your portfolio in order to provide value service so that relationships are maintained.
• To identify if a customer is showing dissatisfaction to ensure a complaint is ensuring the relevant outcome is established.
• To escalate the correct next stage of action to the litigation department to instigate appropriate litigation proceedings.
• Approach each call with an empathetic manner to ensure the customer has a positive outcome whilst also adhering to the company quality standards

Essential:

• The ability to work to targets
• Proven experience in a collections environment
• Self motivated with a high degree of professionalism
• Ability to understand customers current situations , through clear, logical questioning and align our service accordingly.
• Thoroughness in maintaining accurate and up-to-date client records.
• Experience of relationship building and objection handling.
• Effective decision making skills
• Effective negotiation & communication skills

Benefits working at Together

• 26 days holiday (increasing with service), plus bank holidays
• Buy & sell holidays
• Discretionary annual bonus
• Matched pension contribution
• Life assurance
• Critical illness cover
• Health cash plan
• Private medical insurance
• Free access to company holiday homes
• Travel season ticket loans
• Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Ambition is in our nature and we’ve created ambitious commitments to make sure we can play our part in protecting the future for generations to come. Check out our Sustainability page to find out more:

https://togethermoney.com/sustainability

Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.