Senior Collections Customer Care Representative

You will be reporting to the Head of Customer Care. The role is full time, you will be working 40 hours per week, Monday to Friday between the hours of 8am-6pm. This role will offer a hybrid working model, a mix between office and home working. You will be based out of our office in Stockport/ Cheadle .

Salary £30k

Key Responsibilities

• Proactive collection of outstanding arrears, whilst identifying the reason for the arrears
• Conduct yourself in a manner that upholds and promotes the Unity Auto Finance guiding principles and behaviours
• Adhere to QA/Compliance guidelines when communicating with customers
• Be able to identify and deal with Vulnerable Customers in line with CONC
• Competent at discussing various options for customer solutions for voluntary surrenders and voluntary terminations
• Support customers in financial difficulties, by means of education and by providing payment options that best suit the customer’s situation
• Understand each customer’s situation and ensure that the best possible outcome is applied
• Handle customer enquiries, answering any questions and queries
• You will work with a minimum of supervision handling all customer queries
• Adhere to, and embrace, the culture of Treating Customers Fairly (TCF), DPA and FCA regulations
• Provide support and comprehensive product / service information to customers
• Processing customer correspondence & performing various administrative functions
• Identify opportunities to enhance customer experience and turn dissatisfied customers into happy customers
• Undertake various daily Customer Service and Collections tasks to support the Customer Care team especially during peak periods

Skills & Experience

• 3+ years previous experience in a Collections role, ideally within a regulated environment
• Dealing with serious arrears cases
• Ability to deal with sensitive situations and sometimes vulnerable or challenging customers
• Ability to work autonomously and consistently practise accurate judgement
• The ability to deal with customers in the right way and with empathy
• Strong written and verbal communication skills
• Excellent organisation skills and the ability to self manage priorities
• Ability to work under pressure whilst maintaining high attention to detail
• Adaptable to change and willing to embrace new ideas

Education & Qualifications

• Educated to GCSE standard or equivalent level of study or experience. 5 qualifications grades A-C (or equivalent) including Maths and English Language & Literature

What’s in it for you?

• Casual dress
• Company events
• Hybrid role
• Company pension
• Cycle to work scheme
• Discounted or free food
• Gym membership
• Life insurance
• On-site parking
• Private medical insurance
• Sick pay
• Wellness programme