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9 months ago
Location: Redhill
Job type: Permanent
Category: Call Centre Jobs
SCUK Arrears Management Call Centre Advisor, Redhill

Job Title:

SCUK Arrears Management Call Centre Advisor, Redhill


South East England

Date Closes:


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Job Purpose
An adviser’s role is key to the business in providing exceptional customer services and resolutions to our debtors whilst following company policy guidelines.

Your role will be to undertake collections activity on Unsecured/Secured products. You will be working as part of a team, dealing with a variety of outbound and inbound calls from customers who are experiencing financial difficulties. Agreeing re-payment arrangements and offering customers options and guidance on their finances.

Summary of Key Responsibilities
• To receive incoming and make outbound calls to customers in arrears via our automated & manual dialling system.
• Negotiate affordable payment plans with customers that are acceptable to both Santander Consumer Finance and the customer.
• To comply with regulatory and company policies at all times.
• Handle each call in the correct manner and have the ability to relate to people from a variety of backgrounds.
• Be persuasive, persistent and self-motivated
• Use negotiation and persuasion skills to gain customer commitment
• Taking ownership of queries and complaints, avoiding the need to escalate to a manager.
• Updating system records accordingly ensuring data is accurate and factual.
• Administer and maintain customer agreements
• Administer and maintain customer agreements

Summary of Key Competencies
Previous collections experience is preferred or customer services experience will be considered

Strong negotiation skills
Confident telephone manner
Attention to detail
Ability to work under pressure
Confidence in decision making

Other Requirements of the Role
Hours of Work
All applicants must be available to work a rolling shift pattern between the hours of 9am to 8pm Monday to Friday and 9am to 2pm Saturday. (2 Saturdays in a 4 week period).

Shifts are 9am to 3.30pm Monday to Friday Week 1 and then 12pm to 8pm Monday to Friday plus Saturday 9am to 2pm Week 2.

You will be required to work 2 Bank Holiday’s a year and will be financially compensated.

Competency Profile – Behavioural
Negotiating - Candidate should be able to negotiate well with those inside and outside the organisation by a variety of approaches; explore a range of possibilities for all parties

Communication - Must possess first class written and verbal communication skills and be able to effectively communicate with and present to both internal and external stakeholders across all levels of the business.

Time Management - Must display sound time management skills by delivering activity within prescribed timeframes through the effective prioritisation of actions (self and team) across multiple projects and ongoing programmes.

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