Collections Specialist

As a Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears. As a Collections Specialist, we are looking for someone to: - Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts - Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs - Resolve customer enquiries to completion, aiming for first contact resolution where appropriate. - Identify and attempt to resolve potential customer complaints - Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help Essential - Collections and Recoveries experience is a must - Ability to deal with vulnerable customers - Experience of assessing affordability - An excellent understanding of what a good customer outcomes looks like - An empathetic approach to customers through active listening and effective questioning - Excellent attention to detail - Ability to work under pressure Desirable - Experience with mortgage collections If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.