Customer Service Advisor

Salary: £26,000 per year

I am currently seeking an experienced Customer Service Advisor to join the debt recovery team of a financial services organisation based in Leeds, this is a busy role where you will be responsible for customer contact on an initial and on-going basis via incoming and outgoing telephone, SMS and email regarding missed payments. The successful applicant will have previous experience of working in a telephone-based customer service role along with excellent communication skills.

Duties will include:

To deal with customer contact on an initial and on-going basis via incoming and outgoing telephone, SMS and email

To deal with all arrears from one payment down to debts in a pre-external Debt Collection Agency queue

To negotiate repayment plans with customers by effectively considering a customer’s income and outgoings and agreeing a mutually agreeable plan for the discharge of overdue arrears.

To deal with all payment plans, ad hoc payments and payment plan issues that arise in the Collections Department

To advise customers of the free Debt Management Advice available to them where appropriate

To maximise performance of the arrears portfolio whilst upholding the TCF policy

To deal with appointed third parties (e.g., debt management companies) in a professional and appropriate manner

To work to the policies and procedures including relevant legislation and the Financial Conduct Authority Rulebook, the Consumer Credit Trade Association & GDPR.