Customer Contact - Debt Recovery

Date Posted: 30/04/2024

Location: Newcastle

Job Description

Position Type: Full Time

Our busy Debt Recovery team are looking for two enthusiastic and outgoing individuals to join their team as Customer Contact Consultants.

ABOUT US

Aberdein Considine is an award-winning law firm and this is a great opportunity to work in an innovative, challenging and rewarding work environment. In return for your hard work, you will be paid a competitive salary, receive an excellent benefits package and be part of a generous incentive and bonus scheme.

ROLE OF DEPARTMENT

The Lender Service Practice Group provides a complete range of debt recovery services utilising cutting edge technology and with specialists dealing with different debt types, all operating under a centralised management system allowing us to deliver consistently exceptional service.

JOB PURPOSE

Working on behalf of our clients dealing with inbound and outbound calls from customers, clients and third parties. With a view to finding the most appropriate solution in line with customers circumstances. There is a strong focus on providing excellent customer service and a high level of quality in line with client Service Level Agreements.

KEY RESPONSIBILITIES

Contacting customers in arrears by telephone and through relevant questioning establish the customer circumstances to reach a sustainable solution and wherever possible avoid enforcement action
Using assertive and detailed fact finding to fully understand customer circumstances
Conducting an affordability assessment to fully understand customer’s circumstances in the short, medium and long term to ensure we provide the best outcome for customers.
Adhere to company policies and procedures, demonstrating good customer service when dealing with Inbound and Outbound calls with customers, clients and Third Parties.
Maintaining Internal and client SLA’s,
A good understanding of client scorecards and how they impact on the overall performance
Complete compliance modules and when assigned to ensure up to date knowledge of regulation and code of conduct.
Through questioning identify potential vulnerable customers and gather the appropriate information in order that the most appropriate solution can be reached by the firm and the clients.
Treat all customers fairly, professionally and within legislation
Record customer complaints where identified with the relevant information and in line with the complaints procedure
Follow all internal processes and procedures
Work effectively as part of a team and support each other as and when required

Requirements

QUALIFICATIONS

Essential

GCSE or equivalent in Maths and English with a minimum grade C

SKILLS AND EXPERIENCE

Previous experience within the Financial Services sector or a regulated environment is advantageous
Working knowledge and understanding of FCA guidelines and principles
Ability to take ownership and manage own work through to conclusion, escalating issues as appropriate
Computer Literate
Excellent Telephone Manner
Questioning and Negotiation skills
Attention to detail and accuracy of work
Ability to work well within a team and on their own initiative
Enthusiastic – can do, will do approach
Passionate about the delivery of exceptional customer service and the need to treat customers fairly
Proactive problem-solving skills and the judgement to make evidence-based decisions