Job Title: Customer Arrears SpecialistLocation: Epsom
Working Hours: 9am - 5.30pmSalary: CompetitiveWorking pattern: Fully office based for the first 4-6 weeks then hybrid (2 days in the office, 3 days from home) Please note, to be considered for this role you must hold a full UK licence with access to a vehicle due to location
We are looking for individuals to join a global organisation in the role of Customer Arrears Specialist, where you will provide effective arrears support to the company's customers.
In this role, you will communicate with customers, always showing empathy and professionalism, adhering to regulatory standards at all times, and maintaining a focus on delivering positive customer outcomes.
The Role:
- Responsible for the efficient and timely execution of financial support, managing customer accounts, and resolving issues in line with company policies and procedures.
- Engage with customers to identify tailored solutions that ensure positive outcomes, including affordable repayment plans, while maintaining a high level of customer care and consideration of their financial circumstances.
- Maintain a strong understanding of Consumer Duty regulations, ensuring all collections processes comply with relevant legal and regulatory requirements, especially regarding the fair treatment of vulnerable customers.
- Ensure that all interactions align with the company's commitment to delivering excellent customer outcomes, working to resolve queries and concerns in a manner that is both ethical and customer-focused.
Experience & Skills:
- Proven experience in a customer service, collections, or financial services role.
- Strong understanding of Consumer Duty regulations and their application in a financial services environment.
- Excellent communication and interpersonal skills, with the ability to engage empathetically with customers who are in financial difficulty.
- Proficiency with relevant software and CRM systems.
Attributes & Behaviours:
- Self-motivated, able to work effectively under your own initiative.
- Flexible attitude towards duties.
- Keen attention to detail.
- Team-oriented, able to work efficiently with other departments within the organisation.
- Strong time management and organizational skills.
Benefits:
At the company, it is more than just an externally benchmarked salary and bonus; they also offer:
- Hybrid working pattern after training completion: 2 days in the office and 3 days from a location of your choice.
- Access to attractive car schemes for you (& your family)
- Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
- Generous annual leave of 25 days, which increases with service, and a holiday purchase option.
- Private Medical Healthcare (single, partner/spouse, and dependent children) with Digital GP Service.
- Group Income Protection cover with Aviva, including physical, mental, and financial wellbeing services.
- Employee Assistance Program.
- Eye tests.
- Onsite gym, Sports and Social Club, & flu jabs to keep you healthy.
- Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body and to raise awareness and celebrate diversity, equity, and inclusion.
- Dress for your day policy to make you feel comfortable at work.
- Eco HQ, free parking & restaurant.
- Two volunteering days per year.
- Reward gateway voucher discounts.
- Regular 121s with your manager, a personal development review (PReview) each quarter.
- A wide range of learning & development opportunities, including LinkedIn Learning courses.
- £250 contribution towards learning something new outside of work.
- Annual events (e.g., summer party, BBQ & Xmas party), including Countdown to Christmas events every December - it's so much fun!
