Job Description

Collections and Customer Support Agent

Location:

Norwich, UK

Salary:

27,136 per year

Are you looking to take the next step in your customer service career within the financial services sector?

At Norwich Trust, we are seeking confident, organised, and customer-focused individuals with strong negotiation skills to support customers who are facing financial difficulties.

What We Offer:

Competitive salary:

Starting at 27,136 per year

Quarterly profit share:

Eligible for a performance-based profit-sharing scheme

Generous leave package:

25 days holiday, plus bank holidays, and additional flexible options

Pension scheme:

Company-contributed pension of 8%

Private healthcare:

Comprehensive cover with BUPA

Life insurance:

Death-in-service benefit at 4x your base salary

Comprehensive training:

Full training and ongoing support to help you succeed

About Norwich Trust

Norwich Trust is a trusted direct lender of personal unsecured loans, focusing exclusively on homeowners. As part of the Norfolk Capital group, we have over 10 years of experience helping those with less-than-perfect credit histories access the financial support they need. Our responsible lending approach ensures we complete thorough affordability assessments, considering each individual's unique financial circumstances.

We pride ourselves on being a lender who truly understands and evaluates the complexities of each application. We take a manual approach to assess creditworthiness, enabling us to support customers who may have had past credit issues, such as CCJs and defaults--where other lenders might decline.

Role Overview

As a

Collections and Customer Support Agent

, you will play a crucial role in supporting customers who are struggling to maintain their loan repayments. This role involves proactive communication via phone, letter, SMS, and email to ensure customers can manage their financial obligations.

Key responsibilities include:

Customer engagement:

Build rapport and provide clear, supportive communication to customers.

Negotiation and planning:

Assess each customer's financial situation and work with them to create tailored plans that meet both their needs and the company's objectives.

Compliance:

Ensure all actions adhere to legal regulations and company policies, always acting in a professional and ethical manner.

Problem-solving:

Understand when a customer is genuinely facing financial challenges and when further action may be needed.

What we're looking for:

Strong communication skills:

Excellent verbal and written communication, with the ability to explain financial matters clearly and professionally.

Customer service excellence:

Demonstrated commitment to providing top-tier customer service.

Self-motivation and drive:

Ability to work independently, stay organised, and manage your time effectively.

Negotiation skills:

Confident and empathetic in discussing payment solutions that work for both the customer and the business.

Analytical mind-set:

Ability to assess financial information and make informed decisions.

Regulatory knowledge:

Ability to adapt quickly to changes in a regulated environment and follow all legal requirements.

Team player:

Enthusiastic, dedicated, and collaborative.

Working Hours

This is a

full-time, permanent

position working

40 hours per week

-

9am to 6pm

.

If you have customer service or collections experience in a

regulated financial services, banking, or insurance role

, we'd love to hear from you!

Job Type: Full-time

Pay: From 27,136.00 per year

Benefits:

Additional leave Casual dress Company pension Private medical insurance Profit sharing Referral programme
Work Location: In person