Customer Service Advisor - Collections

Overall Purpose of Job The principle responsibility of the Servicing Advisor role is to communicate/negotiate with customers and/or their representatives (e.g. solicitors, debt advisors, brokers) in order to rehabilitate and provide solutions to defaulting loans & mortgages through contact & consultation and at all times, adhering to Special Servicing Policies and Financial Regulations & Legislation. Key Accountabilities Carry out post, email and telephonic duties (manual and auto/predictive dialer activities). This will include:Completing DPA checksHandle standard queries and where appropriate, transfer non-standard enquiries to specialist agents/departmentsTaking payments from customers & authorized parties including setting up Direct Debit instructionsAccurately record events (e.g. telephone calls) onto the Account administration systemsRespond to inbound calls and conduct outbound telephonic campaigns on defaulting loans & mortgagesEffectively negotiate arrangements offered, using influencing and negotiation techniques. This will include :Accurately capturing information to assess customer circumstances including customer Income & Expenditure informationEnsure decisions are made in line with Special Servicing/Client Policy rules and Financial Regulations & Legislation. This will include:Consideration of Forbearance optionsInstruction of field agentsCarry out other tasks & duties as assigned by Reporting OfficerTo uphold and promote the company's customer experience framework to ensure we do the right thing for our customers, people and clients Experience, Knowledge, Skills Ability to work in within a target-driven, fast paced, telephoned based financial environment with a desire to exceed expectationsPositive attitude and resilient when faced with challenging situationsTo work as part of a team and manage change whilst adopting a positive attitude if faced with challenging situationsMulti skilled in the role and ensuring that the business one touch approach to customer service is taken forward in all tasksAnswering a high volume of calls and maintaining a rapid response rate according to agreed standards Qualifications Minimum of 5 GCSEs (or equivalent) at C, to include Maths and English