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Job description

Company Overview:

Our mission? As an industry leader in the provision of alternative, affordable personal loans, we aim to provide lines of credit to those who have been neglected by mainstream lenders. We are growing and adapting fast, with over 20 years of operation nationwide, we have helped hundreds of thousands of customers over that time and the business has transformed from a traditional high-street lender to a multi-channel, online loan provider. We are regulated by the Financial Conduct Authority (FCA) and we take that very seriously. We understand the importance of providing fair and transparent products and services as the key to unlocking a prosperous future for the business. We will continue to adapt, improve, and implement changes where required to improve our people, the business, and the overall quality of our customer experience.

The Role:

The Customer Service and Collections Advisor’s (CSCA) primary function, within a larger Collections Team, is to optimise customer experience through proactive and effective customer engagement while combining top-class customer service, negotiation, and rapport building. Through these evidenced skill sets, a CSCA will be able to set affordable, realistic payment plans for customers experiencing varying levels of financial difficulty while showing due care and diligence and adhering to regulatory and company guidelines.

What you will be doing:

• Partaking in a 4-6 week, in-house, onboarding and training scheme (GradBay) where you will be given the opportunity to display your skills and learn about the business.
• Proving your understanding of our departmental approach to quality over quantity – putting customer experience and compliance first.
• Actively providing feedback to your line manager where you will be encouraged to suggest improvements to processes and float ideas for positive change.
• As well as receiving feedback, you will be encouraged to self-evaluate and identify your own areas of development that your line manager can support you with.
• Putting into action what you learn.
• Handling calls with customers in a variety of financial situations and solve problems by being able to draw upon procedural knowledge and your own professional experience handling difficult conversations.
• Negotiating repayment plans and utilising your previous collections experience.
• Operating multiple systems, including our own, in-house software, Microsoft applications, while maintaining a high level of customer service.
• Communicating through varying channels with our customer-base, including telephone, email, or letter, and demonstrating a good standard of literacy while doing so.
• Putting your own stamp on the customer service you provide, drawing on your excellent track record and experience, as well as the guidelines and feedback provided to you.
• Carving your own path to progression through the quality of work you deliver.

What you need to do to succeed:

• Related experience in account management – collections account management experience is a plus, but not a requirement, we can train you if you have the qualities to succeed! (Bonus points for experience in regulated environments).
• A commitment to delivering exceptional customer service above all, every day.
• A solution driven approach to problem solving on every call, even under pressure.
• The ability to use your professional experiences to integrate into a diverse and equally talented workforce from day one.
• Demonstrate high standards of organisation and evidence abilities to meet deadlines and on the job demands daily.
• Start as you mean to go on; establish long-term reliability from the outset by being punctual and present when needed.
• Demonstrate procedural understanding by delivering a quality of work that meets strict compliance standards.
• Understand the needs of your colleagues and support them where needed. Be flexible, willing to assist and expect the same in return.
• Demonstrate true empathy in all aspects of the role.
• Drive to progress, learn and take control of your own development, inside and outside of work.
• From day one, engage inquisitively with our Head of Learning and Development to learn and understand what Loans 2 Go represents and what we want to deliver.
• Ultimately, you will strive to deliver on the promises we make to our colleagues and customers.
• How we will help you succeed:
• Provide comprehensive training in the form of 4-6 weeks in our GradBay supported learning program.
• Continual, regular feedback on your progress and performance from your Team Manager.
• Annual Appraisal to recognise your achievements and map out your personal development.
• Job stretch to show off your skills and ability to progress.
• We will give you the freedom to be yourself, free of scripts, to be a real person helping real people.
• Provide clearly defined departmental goals and values to keep you moving in the right direction.

Shifts:

Annual rota alternating between 'early' and 'late' shifts between the hours of 8am-7pm Mon-Fri, with 1 in 3 Saturday shifts required between 9am-2pm (hours worked on Saturdays are given in lieu the week prior)

Some benefits we offer:

• Hybrid Working Scheme available whereby eligible employees will be working from their UK homes and the office as and when requested to do so, as per the business needs.
• Performance based bonus
• Up to 33 days holiday
• Accrued Holiday Sellback Scheme
• Annual flu jab vaccination
• Milestone Service Reward Programme
• Life Insurance Cover for all employees
• Incapacity Insurance Cover for all employees
• Gym Membership Discount
• Employee Assistance Programme - 24/7 Free and confidential counselling
• Refer-a-friend Scheme with financial incentives.
• Training and advancement opportunities
• Pension scheme
• Shower facilities on site

Job Type: Full-time

Salary: From £25,000.00 per year

Benefits:

• Bereavement leave
• Casual dress
• Company pension
• Cycle to work scheme
• Employee discount
• Free flu jabs
• Referral programme
• Sick pay
• Store discount
• Transport links
• Work from home

Schedule:

• Day shift
• Monday to Friday
• Overtime
• Weekend availability

Supplemental pay types:

• Bonus scheme

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you happy to attend the office in Putney, SW15, at least 5 days per month?

Experience:

• Customer service: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Putney

Reference ID: CSCA - Loans 2 Go
Expected start date: 07/08/2023