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Mulberry Recruitment
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Fleet, Hampshire
Customer Service Executive - Arrears/Financial Services
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
Customer Service Executive - Arrears/Financial Services Location : Fleet Salary : £25,000- £30,000 benefits free parking My client who are within the Financial Services Industry are looking for strong customer service executives to join their team. We are looking for candidates who have got strong communication skills and are able to build strong working relationships with customers over the phones. Daily Duties Contact customers in arrears by telephone and/or in writing; through thorough relevant questioning establish the customer circumstances and reason for the payment shortfall and endeavour to reach a sustainable solution for payment and wherever possible avoid enforcement action. Implement forbearance measures at the earliest opportunity. Through case management, build and maintain the customer relationship for all customers in arrears building a financial profile whilst gathering information from the customer in order to negotiate a sustainable payment plan. Adhere to procedures to implement best practice; challenging when necessary in line with Arrears Consultant mandate, escalate where appropriate. Work closely with the Field Managers/Agents issuing field visit requests in a timely manner when unable to contact the customer. Work individually and as part of the team to reach set targets. Liaise with other departments within the Company to ensure optimum service for the customer and to minimise risk for the Company. To manage customer accounts through early identification of financial distress by pro-active customer contact. To successfully influence the outcome for both the customer Ensure compliance and adherence at all times to the 6 TCF principles, and all other regulatory requirements. Contact all customers where potential hardship/vulnerability is identified and where the direct debit fails for payment collection.