Main Duties:
– Dealing with incoming telephone calls and correspondence (email/letters) from customers and their representatives, and seeking to rehabilitate and avoid possession wherever possible;
– Making outbound telephone calls to customers, clients and other parties;
– Following call models prescribed by our lender clients or the Department
– Assess affordability, setting up arrangements and monitoring those arrangements, assisting when needed to get them back on track.
– Assisting vulnerable customers, using appropriate techniques to establish their situation whilst showing empathy. Escalating as appropriate and taking our Clients instructions
– Raising and dealing with customer complaints, recognising what the complaint is in relation to and handling off/escalating accordingly
– Reviewing customer correspondence, including financial statements, memorandum of sales, medical evidence, bank statements etc
– Working to service standards agreed with our lender clients
– Deal wherever possible with routine client enquiries and communications.
– Identify areas that may benefit from improvement and communicate them to your team manager.
– Comply with the Department’s policy in so far as own caseload concerned regarding taking and confirming instructions; client care; file management; file organisation and file review procedures
– Contribute towards own self development and attend training arranged for you
– Provide support to other fee earners as required
– Report immediately to the team manager on any issue/complaint re: professional conduct and/or client dissatisfaction and/or potential negligence or negative costs implications for the firm
Skills Required:
– Educated to A Level standard (grade C and above) or demonstrable experience of telephone based customer service
– Have excellent organisational skills and attention to detail · Be self-motivated with a high level of enthusiasm and commitment
– Demonstrate excellent communication and interpersonal skills
– Able to operate flexibly and as part of a team
– Be fluent in working with Microsoft Outlook, Word and Excel
