Collections Consultant

at  OneSavings Bank

ABOUT THE TEAM:

The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.

COULD YOU BE THE ONE?

We are looking for talented individuals who have the experience and knowledge set out below:

• Previous experience in a financial support or arrears role within a Financial Services setting
• Comfortable speaking to customers on the phone and dealing with a high volume of calls
• Strong verbal negotiation, communication, empathy and listening skills

In this role, you will work with our customers who are experiencing financial difficulties to discuss and arrange suitable repayment options for the timely collection of their mortgage arrears.
This is a contact centre based position where you will be telephoning and interviewing customers to complete income and expenditure forms. You will investigate and monitor mortgage interest/benefit agency payments, arrange payment schedules and agree arrangements for the clearance of arrears.
The strategy will differ depending on the customer, a tailored plan will need to be created with flexibility as the engagement with the customer continues.

Your responsibilities will include…

• Communicating effectively with customers to understand their financial situation, asking exploratory questions to ensure a thorough understanding in order to agree suitable arrangements for repayment
• Using a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and letters
• Ensuring a consistently high level of customer service through all communication methods, using appropriate tools and methods available
• Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey
• Identifying customers that show signs of vulnerability and working within the Group’s framework to ensure suitable steps are taken
• Updating system notes to accurately reflect the conversation with the customer
• Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling and effectiveness

This is a challenging and highly rewarding role; supporting our customers at their most difficult times to find the best outcome to support their financial needs.
You will be provided with full training on how to deal with various types of queries, and how to ask the right questions to negotiate and work with the customer to find a suitable solution.
The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours on a hybrid basis