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The role involves performing final balance support activities while adhering to company policies, procedures, and strategy. The primary focus is on providing excellent customer service through effective communication, negotiation, and account management, ensuring positive outcomes for both customers and the business. Flexibility in working hours is required to cover business needs.

Key Responsibilities

* Perform all aspects of final balance support activities in line with business policies and strategy.

* Handle inbound and outbound customer calls, ensuring records are accurately updated after each interaction.

* Advise and negotiate with customers to create suitable, affordable, and sustainable repayment plans.

* Manage accounts effectively, ensuring all customer details are updated, and interactions are documented.

* Identify and address customer vulnerabilities, tailoring approaches to achieve positive outcomes while allowing appropriate time for consideration.

* Collaborate with the Asset Management team to provide tailored support before initiating vehicle recovery or litigation processes.

* Exhibit a professional telephone manner, building rapport, communicating effectively, and negotiating positive outcomes.

* Adhere to compliance procedures and display the company’s values to protect its brand reputation.

* Support other areas of the financial and payment support function to meet deadlines and achieve targets.

Essential Experience

* Educated to higher/A-Level standard.

* Previous experience in a customer-facing role.

* Strong attention to detail and excellent communication skills.

* Flexible and adaptable with a positive mindset focused on continuous improvement.

* A team player with an open and transparent communication style.

Desired Experience

* Experience in motor finance collections.

* Knowledge of Treating Customers Fairly (TCF) principles.

Operating Hours
Flexibility is required to cover business needs. Standard shifts are 5 days per week, including weekends.

Business Hours:

* Monday to Friday: 8 am – 8 pm

* Saturday & Sunday: 9 am – 6 pm

A rota will be in place to cover these hours and may change over time