Vulnerable Customer Support Executive - Cardiff, United Kingdom - Jomo People Ltd

Jomo People Ltd

Verified Company

Cardiff, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Do you want to work in one of the fastest growing financial services companies in Wales?

Would you like to join a super supportive and friendly collections team as a vulnerable customer support executive?

Want a role where you can really develop your skills, with a manager who cares about your personal development and long-term career?

Do you have previous financial services vulnerable customer experience?

If you answer yes to all the above, we want to hear from you

Position:
Vulnerable Customer Support Executive (Collections)

Location:
Cardiff Bay (with plenty of free onsite parking)

Salary:
£25,000 pa to £28,000 pa depending on experience

Hours:35 hours per week contract, Monday to Friday 9am to 5pm (with some flexibility required)

Benefits:
Up to 23 days Holiday (plus 8 bank holidays) with the option to buy more, Health and Wellbeing scheme, Cycle to work scheme, Discounts with popular retail stores across the UK, Savings and Protection scheme, Complementary fruit, tea & coffee, as well as Pizza days to celebrate special events, Prizes awarded to staff members who have excelled, Team incentives, Social events; making friends for life

The successful vulnerable customer support executive will be responsible for the following:

First line of referral on accounts where a customer has been identified as requiring additional support to manage their finance agreement(s).
Establish relevant customer information and provide support consistent with Treating Customers Fairly (TCF) principles.
Make / negotiate repayment arrangements in line with Vulnerable Customer policies and procedures, ensuring adherence to company, industry and regulatory standards at all times.
Responsible for accurate recordkeeping, ensuring that appropriate arrangements are fully documented and payments are recorded and reconciled correctly.
Consistently meet daily, monthly and annual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Support the Specialist Support manager with developing Vulnerable Customer working practices, understanding knowledge and skill sets across the Operational departments.
Previous experience in financial services, supporting vulnerable customers, within a customer service or collections role
Demonstrable evidence of providing a high level of Customer Service.
Ability to handle sensitive calls and deal with a wide range of scenarios with customers and/or relatives who may be experiencing difficult and emotional situations.
Experience in making Inbound and Outbound telephone calls to high risk customers.
Experienced and fully competent at using Microsoft Office, including Word, Excel and Outlook
Able to communicate and to negotiate in a clear, understanding manner

Jomo People embrace diversity and truly believe in equal opportunities for all. We believe that inclusion and diversity increases creativity, delivers innovation, improves performance and better serves our customers.

We truly believe in the ethos that companies with greater diversity perform better than those without.

It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn't relate to your ability to perform the role.

INDCC

Salary:
£25,000.00-£28,000.00 per year

Schedule: