Role Overview
You will engage with customers at different stages of the collections and legal journey, assessing individual circumstances, identifying potential vulnerabilities, and offering appropriate and sustainable solutions, all while delivering excellent customer service.
Key Responsibilities
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Communicate with customers regarding arrears and debt recovery, both pre- and post-litigation, for regulated and unregulated accounts
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Handle customer queries primarily via telephone, with some written correspondence as required
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Complete financial assessments and agree appropriate repayment arrangements, some of which may be legally enforceable
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Accurately update customer accounts using internal and client systems, ensuring timely and correct record keeping
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Conduct sensitive and sometimes challenging conversations with professionalism, empathy, and confidence
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Identify vulnerability indicators and adapt communication to ensure customers receive appropriate support
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Resolve customer queries at the first point of contact wherever possible
Knowledge, Skills & Experience
Essential:
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Excellent communication skills, both verbal and written
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Strong interpersonal skills with the ability to build rapport quickly
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Confident discussing financial matters with customers in varying circumstances
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Empathetic, supportive, and customer-focused approach
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Strong questioning and problem-solving skills
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High attention to detail and ability to work accurately
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Ability to work independently and use initiative
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Willingness to take on feedback and continuously develop
Desirable
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Computer literate with strong organisational and prioritisation skills
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Previous experience in collections, customer support, or financial services
Further Information
As part of the Ascent on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders
Part of the Lantern Group, Ascent is one of the UK’s largest specialist debt recovery law firms, widely recognised as a market leader in the provision of high-quality, ethically-led services, and in customer engagement and rehabilitation.
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A friendly, team-focused workplace
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Opportunities for career progression and professional development
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A competitive benefits package, including:
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Company pension scheme
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22 days holiday plus bank holidays (with the option to purchase additional days)
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Health cash plan
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Life Assurance
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Critical illness cover
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Employee Assistance Programme (EAP)
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Discounts on online shopping and gym memberships
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Cycle-to-work scheme
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Refer a friend
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Feedback recognition Scheme
