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The Collections team is responsible for working with customers experiencing financial difficulties as well as customers or their representatives that have experienced a Repayment Event (Death or Long-Term Care of the last surviving customer)

Due to the sensitive nature of this role we are looking for someone who has the ability to build rapport quickly, ensure understanding, identify vulnerable indicators and treat customers with empathy, professionalism and understanding.

You will be expected to provide an accurate, compliant and timely service and carry out more complex customer transactions.

We love working at Legal and General and know you will too. Here are some of the amazing benefits our colleagues get:

• 25 days holiday, plus bank holidays, 26 days after 2 years’ service. You can also buy and sell holiday.
• We give colleagues a 5% company pension contribution, plus match up to a further 5% of your personal contribution.
• Life assurance x8 of your annual salary.
• Free individual private medical insurance. You can also add your dependants on for a small cost.
• A variety of company share schemes, discounts at a huge range of high street stores and on our own products.
• We strongly believe in supporting our employees’ chosen charities, so we'll match money that you raise up to £5000.

What you'll be doing

• To provide a level of service that ensures our customers’ expectations are met. The service will include sensitive and complex situations, which will need to be handled with empathy and sympathy as well as acting as a point of escalations for queries.
• To accurately and effectively administer mortgage business to ensure we operate without our agreed service levels requirements.
• Maintain relationships with internal and external customers, which include customers, Attorneys, Executors and other third-party representatives.
• To collate and analyse all relevant information and to make informed decisions, which may include reference to the Line Manager, to protect all interest parties from fraudulent acts by conducting all transactions within approved financial limited and guidelines.
• Use appropriate customer feedback and data to improve working practices and highlight opportunities for improvement to the customer experience and deliver appropriate solutions.
• To take ownership of your own development, ensuring the development of skills and knowledge, whilst undertaking training opportunities. You will keep up to date with legislative and industry requirements and mentor more junior members of the team.
• Treating Customers Fairly (TCF) – Ensure the customers/customer representatives are provided with relevant information at appropriate times throughout end of lifecycle processes relating to the customers obligations, available treatments and availability of independent advice.

What we're looking for

• Minimum 5 GCSEs at grace C or above (must include Mathematics and English)

Knowledge:

• Computer literate in Microsoft Office
• Able to work well within a team environment
• Strong Verbal and Written Skills
• Good attention to detail.

Experience:

• Previous experience working in financial services preferred.
• Experience of working with direct customer interaction: either face to face or by phone.

Benefits

If you join us, you’ll get access to some great benefits, including private medical insurance, at least 25 days holiday (excluding bank holidays), a generous pension scheme, life assurance, and Income Protection. You can participate in our electric car scheme, which offers employees the option to hire a brand new electric car through tax efficient salary sacrifice. We’re also proud to offer competitive family leave.

You’ll have the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings.