Customer Support Agent (Collections & Litigation) Remote
Job description
Are you dynamic, customer focused and great at problem solving? Are you an experienced
Customer Support Agent with a focus on Mortgage Collections & Litigation, looking for the next step in your career?
We are looking for a resilient, determined and dynamic individual to join a great team, offering the best solutions to customers who are experiencing financial difficulties, whilst at the same time delivering exceptional customer service and the right outcomes.
If you think that you meet this criteria, a position has become available for an experienced telephone-based Customer Support Agent (Collections and Litigation) to join our remote- working Customer Support Team. Initially this role will be based from home, so a home office or dedicated quiet work area is essential. The successful candidate will need to be flexible as office working may be a possibility in the future.
In return, we offer an excellent basic salary, plus company pension and private healthcare schemes along with a fantastic team culture.
Key responsibilities:
- Provide customer support and guidance to any clients requiring assistance during the life of their mortgage agreement;
- Proactively contact clients to discuss current arrears, including the effective use of outbound telephone calls, letters, emails, and SMS activity;
- Actively manage the litigation and repossession process where applicable giving consideration to all relevant regulatory and business requirements;
- Proactively manage accounts and customer requests;
- Respond to various types of incoming client contact, including telephone calls, emails, letters and SMS, and to respond to that contact within agreed Service
Standards;
- Negotiate specific treatments for clients, and to ensure the type of treatment negotiated is relevant to the severity of each client’s arrears on an individual basis;
- Identify and assess potentially vulnerable clients to ensure they are treated in accordance with regulation and policy;
- Liaise with 3rd parties throughout the arrears management process, these may be acting on the client’s behalf to negotiate an acceptable treatment, or our own behalf throughout the litigation process.
The ideal candidate will have:
- A good standard of secondary education with at least C-grades in Maths and English together with higher levels of education;
- Experience of collections or arrears management and litigation procedures within a secured or unsecured regulated financial services environment;
- Experience of managing a database of up to date and arrears clients on an ongoing basis;
- Experience of identifying and assessing vulnerable clients;
- Excellent customer service skills with the ability to communicate clearly with customers via all channels.
- A strong awareness of financial services and our specific sector, including compliance with relevant FCA regulation; knowledge of the Consumer Duty is essential.
- The ability to organise and prioritise workloads to ensure the completion of work within company deadlines.
- Attention to detail and accuracy is essential, whilst also maintaining high levels of productivity.
- The ability to be a team player who is enthusiastic, positive, adaptable and proactive.
About the business:
Central Trust and their subsidiaries form one of the largest and most highly respected, independently owned financial services organisations in the UK. The group has been providing a broad range of products and world-class service to customers, partners and staff since 1988. We are not just another financial services business and are unique in that we are able to match the best of entrepreneurial zest and corporate discipline - this gives the business clarity of vision, speed of decision-making and an unwavering commitment to the fair treatment of our customers.
If you are looking for your next challenge as our Collections and Litigation Agent, then we want to hear from you, please click APPLY!
Customer Support Agent (Collections and Litigation)
Location: Currently home working. Main office is Watford based.
Salary: Competitive
If you would like information in relation to how we process your data please click here
Job Types: Full-time, Permanent
Salary: From £25,000.00 per year
Benefits:
- Company pension
- Free flu jabs
- Private medical insurance
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Application question(s):
- Are you resident in the UK?
Experience:
- FCA Regulated Collections: 1 year (required)
Work Location: Remote
