Collections and Customer Relations Executive
Collections and Customer Relations Executive
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Job Description
The role holder will be responsible for maximising arrears collections on behalf of Help to Buy Wales in accordance with the Financial Conduct Authoritys regulated consumer credit requirements. This role involves empathising with customers to understand their current situation working through suitable resolution options and establishing a collection strategy that meets the needs of both the customer and the business.
Key responsibilities include ensuring a high level of customer service negotiating and administering payment promises engaging with customers through the arrears process and managing individual caseloads. The role also involves delivering debt recovery processing identifying potentially vulnerable customers assessing customer income and expenditure and handling customer dissatisfaction and complaints.
Candidates should have a minimum of 12 months of experience in collections arrears or recoveries within a regulated environment proven experience in delivering excellent customer service particularly to vulnerable customers and effective complaint handling experience
About us
Our mission is to unlock economic potential in Wales and enhance the local economy by providing sustainable effective finance.
When our businesses thrive they create a higher number of better quality jobs. The taxes they pay strengthen our public finances. The people they employ strengthen our communities.When Welsh businesses are strong Wales is strong.
The Benefits
An employer of choice
We continuously monitor industry best practices so we can deliver excellence while offering our colleagues flexibility and a great work/life balance:
- Offering a competitive salary and benefits package
- Providing office spaces and a work environment that promotes smarter working
- Encouraging ourcolleaguesto adopt a working pattern that fits in with their personal circumstances as well as the business needs
We champion an equal and diverse workplace and continually implement strategies to make sure were always achieving this:
- Delivering awellbeing programmeeach year targeted at physical and mental wellbeing
- Achieved certification by Great Place To Work and included in the UKs Best Workplaces list.
- Using exit interviews to seek feedback and continuously improve
- Acting on feedback from annual staff surveys and other feedback throughout the year
- Continuously reviewing performance statistics and acting where appropriate
We deliver a dedicated wellbeing strategy that supports the mental physical and financial wellbeing of our colleagues:
- Aligning our objectives with our business goals and recognising great performance
- Investing in our colleagues development by providing a range of training opportunities to meet individual team and business needs
- Rolling out the career progression framework providing a structured opportunity to progress all parts of the business
People are our greatest asset and fundamental to our longterm success:
- Delivering smarter working and digital transformation measuring the impact on job satisfaction and productivity
- Holding regular innovation workshops and encouraging agile projects through our project initiatives
- Promoting an inclusive culture through regular newsletters and communication and a collaborative means of gathering and using feedback from across the Development Bank Group
- Actively seeking feedback from our colleagues particularly at the half year and annual events
The benefits
Below is a taste of what we offer. Check out the full listhere.
Wellbeing
Career progression
Hybrid
working
Work life
balance
Documents
Employment Type
Full-Time
