Repayment Advisor

Our client, a large financial institution, is looking for a number of part/time and full/time people to join their team in Kirkby, Liverpool on an initial 3 month basis.

THE ROLE:

CUSTOMER SERVICE/COLLECTIONS/95%

* Working with minimum supervision, handling calls with customers (inbound or outbound) to negotiate repayment terms

* Identify customers financial situation and find a way forward to minimise the impact of this on the Bank.

* Acknowledge and resolve customer complaints at first point of contact wherever possible.

* Accurate use of the Collections systems to ensure that a Customers records are kept up to date.

* Embrace a culture of change through identification of non/value adding tasks and offering suggestions for improvement.

* Undertake a variety of non/telephony Collector roles when required for example, Incoming Post, Customer Complaints.

* Proactively, identify fraudulent accounts understanding the complexities of bankruptcy IVA and Trust deed regulations and laws

CONTROL/5%

Understand the appropriate Policies and Standards applicable to my role through reading the Code of Conduct and other training allocated to me. Where responsible for risks and controls ensure that these are appropriate and fit for purpose.

TECHNICAL SKILLS AND COMPETENCIES:

* Ability to understand multiple products with multiple interest rates.

* PC. Literate with familiarity with windows based systems.

* Excellent Communication and Influencing Skills/effective negotiation of repayment terms to ensure debt is repaid as quickly as possible

* Able to understand complex financial services guidelines such as, the Financial Service Act.

* First class telephone skills.

* Able to deal with customers who may be distressed and remain calm in confrontational situations regarding potentially complex financial/emotional situations

* Able to understand individual complex situations for customers in order to identify the most appropriate repayment terms

* Ability to deliver high standards within a fast paced, structured environment.

Interested candidates should submit their CV at the first instance.