• Handling incoming telephone calls from customers in financial difficulties and dealing with all queries in a professional manner.
• Role involves interacting with customers and assessing their full financial situation which includes discussing full income and expenditure be make an informed decision.
• Role involves discussing Forbearance options with customer and providing appropriate arrangements in line with customer needs.
• Making proactive outbound calls to explain and support in clearing arrears on the account
• To take calls concerning difficult vulnerable customers/complaints in a polite and professional manner.
• To prepare and dispatch required information packs to customers. This includes preparation of templated and bespoke manual letters, preparation if impact tables and working on emails.
• Candidate should be passionate about customer journey and deliver Good outcomes to customers in line with process and policy
• Attend team Meetings and new business briefings and contribute positive suggestions.
• To ensure the timely communication of information to colleagues and line management
• Maintain the companys compliance standards and own compliance training.
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales.
• Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues.
• To ensure the timely communication of information to colleagues and line management
• To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc..

General:

• To receive work allocation notification & process the case as per defined process.
• Participate in knowledge Management programs and take active role in building empowered team (like maintaining individual query logs, issue logs, failed cases log etc)
• Identify the opportunities for training and communicate the same to the Mentor/Team Leader.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations