Collections Specialist

Role description

Benefits of working at Together

26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays

Free access to company holiday homes

Buy & sell holidays

Discretionary annual bonus plus an additional Shared Reward Bonus

Matched pension contribution

Health cash plan plus Private medical insurance

Life assurance and Critical illness cover

Travel season ticket loans and Ride to work scheme

Free local gym access

Local bar / restaurant discounts

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Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

As a Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.

As a Collections Specialist, we are looking for someone to:

Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts

Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs

Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.

Identify and attempt to resolve potential customer complaints

Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help

Essential

Collections and Recoveries experience is a must

Ability to deal with vulnerable customers

Experience of assessing affordability

An excellent understanding of what a good customer outcomes looks like

An empathetic approach to customers through active listening and effective questioning

Excellent attention to detail

Ability to work under pressure

Desirable

Experience with mortgage collections

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

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Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Click here for more information on our Recruitment Process

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.

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