The role involves carrying out final balance support activities while following company policies, procedures, and strategy. The main focus is on delivering excellent customer service through effective communication, negotiation, and account management, ensuring positive outcomes for both customers and the business. Flexibility in working hours is required to meet business needs.

Key Responsibilities

Carry out all aspects of final balance support activities in line with business policies and strategy.
Handle inbound and outbound customer calls, ensuring records are accurately updated after each interaction.
Advise and negotiate with customers to create suitable, affordable, and sustainable repayment plans.
Manage accounts effectively, ensuring all customer details are up to date and interactions are documented.
Identify and address customer vulnerabilities, tailoring approaches to achieve positive outcomes while allowing appropriate time for consideration.
Work closely with the Asset Management team to provide tailored support before initiating vehicle recovery or legal action.
Maintain a professional telephone manner, build rapport, communicate effectively, and negotiate positive outcomes.
Follow compliance procedures and uphold the company’s values to protect its brand reputation.
Support other areas of the financial and payment support function to meet deadlines and achieve targets.

Essential Experience

Educated to Higher/A-Level standard.
Previous experience in a customer-facing role.
Strong attention to detail and excellent communication skills.
Flexible and adaptable, with a positive mindset focused on continuous improvement.
A team player with an open and transparent communication style.

Desired Experience

Experience in motor finance collections.
Knowledge of Treating Customers Fairly (TCF) principles.

Operating Hours

Flexibility is required to meet business needs. Standard shifts are five days per week, including weekends.

Business Hours:

Monday to Friday: 8 am – 8 pm
Saturday & Sunday: 9 am – 6 pm

A rota will be in place to cover these hours and may change over time.