Customer Services Specialist - Derby, United Kingdom - Derbyshire Community Bank

Description

ROLE TITLE Part Time Customer Service Specialist (arrears)


Salary £18,500 p.a. pro-rata


Accountable To Business Services Manager


Relationships with Members, volunteers and Colleagues


ROLE OVERVIEW

This role involves providing telephone, online, and occasionally face to face Customer Service support to members within a Credit Union environment, as well as delivering end to end arrears management processes with a caseload of members who have entered default with the aim of supporting them to achieve better financial wellbeing.

The aim of this role is to provide first-class customer services to members across a range of general and membership enquiries, taking ownership of all enquiries, and proactively seeking the best solutions for members.

Acting as the first point of call for Member's banking enquiries on a day to day basis, you will be required to advise members on our products and services, as well as policies and restrictions.

This role also requires a high degree of accuracy, and administrative skills, and will involve a large volume of member and other professional correspondence and record keeping.

Although at times fast paced, and challenging, this role can also be rewarding, our most recent member surveys identified that our Customer Service Specialists make a huge positive impact on our Member's, and have been rated as five out of five stars.

KEY ACTIVITIES
Delivering a personalised, expert, quality-driven service to Derbyshire Community Bank members

Acting as the first point-of-contact for Members' and potential Members' day-to-day banking requirements

To proactively contact members in arrears in a timely, consistent, and systematic way, and respond to any enquiries from members and third party organisations in line with arrears procedures and within the specified timeframes.

To accurately complete all transactions, correspondence and record keeping in line with this, including the maintenance of accurate and up-to-date records of action taken to recover loan arrears and to monitor and record the impact of the actions taken.

Deepening existing member and partner relationships and being proactive to develop new member relationships.

Complete identity, affordability and credit worthiness checks, and process finance and re-finance agreements in an accurate and timely manner.

Liaise professionally with relevant third parties, such as debt relief advisors, county court representatives, and collections agencies.

Complete anti-money laundering and anti-fraud checks, and work with Derbyshire Community Bank's AML Officer to escalate any matters of concern.

Help to identify those members who may be vulnerable, tailoring services accordingly to such vulnerabilities, and providing suitable referral/signposting to sources of external support where appropriate.

Operate in compliance with laws and regulations and adhere to lending compliance guidelines.

Set up debt payment plans, determining their suitability, affordability and fairness.

To undertake caseload management tasks, and work to individual targets and timescales as agreed by your line manager.

To advocate suitable solutions for the members on your individual caseload, including recommendations such as forbearance measures and write offs.

Undertake ongoing in-house and externally provided training to maintain up to date knowledge and skills.

To act as the first point of contact for customer feedback, including customer complaints.

To maintain up to date knowledge of all our products, services and promotions in order to maximise uptake by members.

To carry out other reasonable duties as requested should this be necessary to meet the needs of the business.


COMPETENCY FRAMEWORK

Diversity

• A personal commitment to upholding and promoting at anti

- discriminatory practice at all times, encompassing all possible protected characteristics be these visible or otherwise.

• Broad cultural awareness and sensitivity to the needs of all groups of identity.
• Willingness and ability to challenge all forms of stereotyping, prejudice, discrimination and bias be such demonstrated through act or omission.
• Awareness of the communities served by DCB and the specific challenges faced by those communities, especially in relation to parity of access to financial services.

Planning & Organising

• Ability to proactively manage a busy and active workload, in a fast paced environment.
• Ability to manage an evolving caseload of members, whilst ensuring that all regulatory actions and timescales are fully adhered to in each case.
• Ability to effectively identify and capitalise upon opportunities to support members out of default and into effective, affordable payment solutions.
• Understanding of, and ability to balance scheduled work, and adhoc customer services tasks received electronically and via telephone call.
• Ability to work responsively whilst maintaining accurate and compliant financial an