Abound The Senior Collections Advisor at Abound manages customer accounts in arrears, ensuring fair treatment and compliance with FCA regulations. This hybrid role involves handling customer communications and supporting vulnerable customers.
Responsibilities
The ideal candidate will have excellent attention to detail and be comfortable following documented procedures consistently ensuring that all customers are treated fairly and receive the appropriate outcomes. Tasks also include updating account details, maintaining accurate records, and escalating cases to senior staff if necessary. There will also be a requirement to identify and support customers who may shows signs of vulnerability.
Handling multiple live customer chats
Receiving and making telephony calls from Customer requiring assistance with their loans
Supporting our omni channels i.e. live web chat, email, SMS and phone (inbound and outbound) including dialler software.
Assessing customer affordability using our industry leading Open Banking software
Agreeing and setting affordable payment plans with customers
Processing on our systems when customers advise they are pursing alternative debt solutions
Setting promises to pay received through digital channels
Dealing with third party partners i.e. Field suppliers, debt collection agencies, insolvency portfolio managers
Thinking analytically and giving suggestions and ideas as part of continuous improvement
Qualification
Required
An experienced Customer facing advisor confident at dealing with customers in arrears with credit products
Have a good understanding of FCA regulation including CONC7 and DPA requirements
Have an awareness of the broad range of debt solutions i.e. Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, Breathing Space etc.
Understands Customer Vulnerability and how to identity and manage
Comfortable working with statements and ledgers to interpret transactions to help resolve customer queries
Familiar with Microsoft Office products (Word, Excel, Teams)
Have a very strong attention to detail and a high regard for consistency
A strong team player who will help as required to deliver tasks within the team SLAs
Familiar with KPIs and targets and quality assurance requirements
