Customer Support Agent - Redditch, United Kingdom - AutoMoney Limited

Description

Main purpose of the role

Working in a dedicated team responsible for the management of motor finance customers, primarily assisting those who have fallen into arrears but also providing a support service for general customer enquiries.

The objective of the role is to improve loan book performance through the effective use of arrears management treatments and techniques to support and guide customers towards maintaining repayments.

The Company is committed to delivering an exceptional customer experience by providing excellent personal service through assessing each customer's individual circumstances and providing the most suitable solution whilst working within a regulated environment.

Primary Responsibilities

• Supporting customers from the onset of payment difficulties
• Providing solutions by negotiating tailored treatments for customers and to ensure the most appropriate solution is offered relevant to the severity of arrears and the customer's circumstances, including options such as long term and short term arrangements
• Completing Budget Planner income & expenditure assessments to demonstrate affordability of arrangements
• Using skills and knowledge to ask open questions and, if necessary, challenge information gained, to ensure accuracy of the assessment and claimed circumstances
• Acting with sensitivity and recognition of customers in potentially vulnerable positions - mindful of the longevity of the circumstances and the solution
• Escalating last resort cases to Default and subsequently, where applicable, obtaining approval for recovery of the asset
• Liaising with third parties throughout the arrears management process; these may be acting on the customer's behalf to negotiate an acceptable treatment or on the Company's behalf to complete asset recovery
• Acting as first point of contact for customer complaints and recording the details accurately
• Undertaking security checks and vehicle checks using various in-house and external search tools.
• Maintaining consistency and adherence to strict Company policies and all regulatory guidelines (FCA, CCA, DPA, AML, TCF etc).
• Managing multiple cases simultaneously, effectively prioritising workload in line with Company objectives.
• Working with absolute professionalism and recognition of the level of responsibility the job role entails.

Educational Qualifications

The applicant should have a good standard of secondary education with at least C-grades in Maths and English together with higher levels of education e.g.

A-levels.

Job Training / Experience

Previous experience in collections or arrears management in a regulated financial services environment desirable but not essential

Customer Account Management experience advantageous.


KEY COMPETENCIES
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Customer focus
Deliver a positive customer experience. Understand customer's needs, address these, empathise and exceed their expectations.
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Ethics

Achieve the right outcome for the customer, do the right thing by your colleagues and our customers, be honest and open.

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Professionalism
Take work seriously - make your mark and speak up if you have ideas. Treat customers, colleagues and business partners as you would hope to be treated.
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Consistent performer
Achieve key objectives to help deliver business objectives. Work to a consistently high standard. Deliver high quality
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Commitment
Dedication -enthusiasm, inspiration and pride. Effective engagement - feeling positive about doing a good job. Willingness to undertake continuous development and coaching.
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Drive
Keep a focus on the bigger picture whilst dealing with the smaller details. Find a way to succeed for the customer - solve problems by providing solutions. Possessing the energy to have another go or try a different approach


SKILLS
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Organisation
Prioritise and plan your daily and weekly schedule to ensure objectives are met and customers' needs satisfied

Work methodically with a strong attention to detail
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Communication
Strong written and verbal communication skills. Ability to engage with the customer, build a rapport and engender trust
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Objection Handling
Identify and handle customer objections. React positively to resolve issue and find solutions
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Effective Listening
Clarify details where necessary by asking open questions. Listen sincerely and without an agenda. Listen for underlying hints to root cause of difficulty and respond accordingly.
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Analysis and Decision Making

Ability to assess a case and on its merits and spot anomalies - regarding both the customer and the vehicle.

Make clear, reasoned and informed decisions and anticipate your manager's challenges


KNOWLEDGE
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Customer
Understanding of customer demographics.
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Compliance
Understanding of FCA regulation, DPA, TCF, fraud prevention and complaint handling
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System
Confident handling computer /software / communication systems