Collections Agent - Wrexham, United Kingdom - Chetwood Financial Limited

Chetwood Financial Limited
Chetwood Financial Limited
Verified Company
Wrexham, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Role Profile - Collections Agent

Role Title Collections Agent

Business Function Operations
**Location Wrexham

Who we are & what we do
Founded in 2016, Chetwood is a new kind of bank. We create targeted products to make people better off.

Unlike traditional banks, we're not looking to build a customer base and then cross-sell to them.

Instead, we focus on distinct customer segments that are underserved by the market, creating innovative products to meet their needs.

We do this through different brands, not one, because what works for one customer isn't necessarily right for all customers.

We also do this for other industries and companies too, offering them white-labelled products with no upfront investment.


We come from a diverse range of backgrounds and experiences, and it's because of this that we're able to challenge every aspect of how financial services operate today and build unique and dynamic products for our customers.

We're always on the lookout for exceptional talent to join the team. We're looking for people who share our belief in challenging conventions and making a positive difference for our customers


Role Purpose
As a collection's agent, you will be supporting our customers directly who find themselves in financial difficulty.

You will take ownership to understand their individual situation and offer solutions to ensure they are supported through that time and are able to manage their financial commitments moving forward.

The customer journey will remain a focus of the delivery, ensuring all are treated fairly and the approach used is tailored where possible to their individual circumstances.

The collection agent will work across a platform of financial products, with a diverse range of customer profiles.


Responsibilities

  • Conduct frontline collection services across an array of product portfolios
  • Managing workflow priorities on a casebycase basis
  • Communicate clearly and effectively with vulnerable customers, showing empathy and understanding, whilst remaining focused on the customer journey and experience.
  • Liaise with external debt management companies to provide best placed solutions for supporting the customers' needs
  • Suggest ways for process improvements across the platforms you are utilising, on order to enhance the customer journey both in terms of efficiency and satisfaction
  • Supporting the wider operational areas with any additional workflow they may require assistance with

Skills and Experience

Essential

  • Recent, relevant collections experience, ideally within the financial services industry
  • Exposure to using various forbearance options
  • Able to show compassion and empathy to build rapport and create a successful resolution for both customer and company
  • Able to remain calm under pressure and resilient in their approach to collecting outstanding arrears
  • Strong knowledge of litigation, insolvency and debt sale
  • You will be a quick learner, but also have strong foundations and experience in interacting with customers, working with both detail and data.
  • Excellent communication skills (written and verbal), in order to effectively communicate with customers. Demonstrating warmth, empathy and understanding is crucial.
  • Able to understand customer problems and break them down in order to find solutions.
  • Strong attention to detail and experience working directly with customers account data as well as any sensitive information.
  • Relevant, recent experience in a customer facing role.
  • Qualified to at least A-Level or equivalent with a solid academic background. Minimum of GCSE grade C in English and Maths.
  • IT literate, including Google suite and Microsoft products

What we offer

  • A relaxed, sociable and flexible working environment.
  • Great benefits including: life insurance, pension, private medical insurance (including dental and optical), free breakfast and drinks, monthly social events.
  • Competitive salary.
  • Opportunity to work for a progressive and exciting company.

Chetwood Highlights
Here are just a few examples of what we've achieved so far and what's coming soon.

  • Secured strategic investment from Elliott Advisors of £150mil of capital, underpinning the planned growth of the business over the next few years.
  • Secured a full banking licence from the PRA in the only retail bank to do so that year.
  • Launched the LiveLend Reward Loan; the world's first dynamic loan that responds to improvements in customers' credit score.
  • Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new business in the since 201
  • Launched SmartSave; providing customers with a simple, online savings account at a great rate.
  • Launched Chetwood's very own custom built cuttingedge decisioning tool
  • Launched BetterBorrow; a quick and simple loan where customers receive their money in 30minutes or less
  • Achieved and maintained an 'Exc
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