Customer Support Executive 14 Months FTC

Doncaster, England, United Kingdom

12/6/2024

Overall Summary

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join the Close Brothers Motor Finance (CBMF) team where your role as Customer Support Executive is a diverse collections role that requires you to manage all accounts that fall into our special case handling procedure, all accounts that require work in line with the current IN Notice of Default period and Post Notice of Default strategy and to effectively manage the ongoing asset recovery and disposal process for voluntary terminations, PCP hand-backs, repossessions and voluntary surrenders. There will also be a requirement to manage the third party DCA account allocation, queries and returns.

The role of a Customer Support Executive is a high level, customer service driven role and you will be expected to successfully drive and support the business within agreed key objectives and service level agreements.

To be successful, you must be a self-motivated individual who has excellent planning and organisational skills. You need to be a good communicator with strong influencing and negotiation skills and be fully aware of the principles of Treating Customers Fairly.

Responsibilities

Arrears:

• Managing relationships with customers on an individual basis to ensure a successful customer and business outcome.
• Managing and owning customers that fall into special case categories by following the agreed procedure.
• Identifying possible fraudulent accounts, taking the correct action to resolve issues quickly and informing management of potential losses and action taken.
• Reviewing and actioning all cases in line with the company’s collection principles.
• Managing, reviewing and actioning credit arrears cases.
• Effectively managing case transfer post termination to Head Office Branch Services Team.
• Liaising with third party agents on all asset recovery requirements.
• Effectively managing voluntary termination, voluntary surrender and PCP hand-back processes.
• Effectively managing asset sales through auction houses and approved sales channels.
• Managing accounts within Notice of Default period to ensure successful customer and business outcomes.
  
  
  
  

General:

• Carrying out duties in accordance with the company’s standard policies and procedures.
• Completing general office administration office duties.
• Dealing with customer complaints and general queries.
• Effectively handling all inbound and outbound customer contact.
• Managing daily workloads via dashboards.
• Maintaining customer data and account records in line with policy and procedure.
  
  
  
  

Risk & Compliance:

• Ensuring that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
• Ensuring all inbound and outbound calls are handled in line with our current Quality Assurance process.
  
  
  
  

WE WOULD LOVE TO HEAR FROM YOU IF:

• You have excellent customer service skills.
• You have previous experience in a customer focused environment.
• You have previous experience dealing with vulnerable customers.
• You have the ability to demonstrate an empathetic approach.
• You have demonstrable experience of working within a structured process.
• You have excellent IT Skills (MS Word, Excel and Outlook).
• You have the ability to work well as part of a team.
  
  
  
  

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU:

• Have knowledge of regulations relating to Compliance, Data Protection, Anti Money Laundering, Consumer Credit Directive and Consumer Credit Act.
• Have previous experience in a collections/customer service environment.
  
  
  
  

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at recruit.ssc@closebrothers.com or request a call back.

About Us

For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.

To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

To find out more about life at Close Brothers:

https://www.closebrothers.com/life-close-brothers#374017299-899295541

To find out more about our benefits:

https://www.closebrothers.com/employee-benefits

To find out more about our commitment to creating an inclusive environment:

https://www.closebrothers.com/inclusion