Customer Advisor, Collections

Secure Trust Bank Group
£18,500 per annum
08 Sep 2017
22 Oct 2017
Contract Type
Full Time

At Secure Trust Bank we know that our people are our biggest investment and to every single one of our customers, our Customer Service Advisors are so much more than a friendly voice on the phone.

Our Collections department are currently seeking motivated and skilled individuals looking to further develop their career within collections and recoveries.

You will join a rapidly expanding team of Advisors who are working with customers who are in arrears to help get their accounts back on track and ensure that repayments are sustainable for the duration of the loan.

The role

Dealing with both inbound and outbound calls, you will work closely with customers who are in early arrears to help bring their accounts back into good health with repayments that are affordable and sustainable for the duration of the loan.

You will analyse income and expenditure and have the autonomy to proactively negotiate affordable repayment plans, delivering excellent customer service at all times.

As a business we are dedicated to continuous improvement therefore all of our staff are trained in the Six Sigma process improvement methodology. You will have the opportunity to put your skills to good use through involvement in multiple process improvement initiatives and projects, ensuring we are able to provide the optimum service to our customers in the most efficient way.

What you will bring

We are ideally seeking candidates with previous experience within a similar collections position however if you have experience of helping customers through difficult circumstances or complaints with a passion and drive to succeed we would be keen to hear from you.

As a Customer Advisor in Collections you will excel at listening, be able to explain things clearly, have an eye for detail and be able to tailor your approach to each customer’s needs. You will have the confidence to take ownership, using your product knowledge to ensure that every single customer you speak to will put the phone down feeling valued.

You will have the ability to work proactively, prioritising your workload effectively to ensure maximum output. You must be able to demonstrate strong negotiation and problem solving skills with the ability to handle objections and provide fair and sustainable solutions for the customer whilst protecting the commercial interests of the bank.

The reward

In return, you’ll receive excellent training, opportunities to develop into specialist or management roles and fantastic benefits that include many generous recognition schemes and an exclusive suite of flexible benefits. Just some of the many reasons working with us is so rewarding.

The details

Our opening hours are 8.00am to 7.00pm Monday to Friday and 9.00am to 1.00pm on a Saturday. You will be contracted to work a flexible shift pattern of 148 hours over a four week period including approximately one in four Saturdays, if part time you will ideally work up to three evening shifts in the week and Saturdays.