Job Description

Brook Street Recruitment is working with our Belfast client who are currently seeking a Customer Service Executive to join their Debt Strategy team.
This role is the first point of contact for potential clients and plays a vital part in building trust, gathering accurate financial information, and supporting individuals through the initial stages of their debt solution journey.
The successful candidate will combine strong analytic skills with excellent communication, showing empathy and confidence when engaging with clients.
Key Responsibilities
Initial Client Engagement

• Act as the first point of contact for new client enquiries.
• Build rapport quickly and create a calm, professional, and supportive environment.
• Explain processes clearly, addressing client concerns with confidence.
• Carry out a number of outbound calls to both warm and cold prospects, with the majority of leads being pre-qualified and provided by the marketing team.
• Demonstrate persistence and professionalism in following up with potential clients to progress conversations.

Client Financial Assessment

• Gather and verify details of client debts, including balances owed to creditors.
• Assess client assets, income, and liabilities to understand their financial position.
• Accurately input and maintain client information in company systems.

Analysis & Reporting

• Compile financial overviews to support the creation of lead's to pass through to our Debt Strategist department.
• Read and interpret financial documentation.
• Work closely with senior advisors to ensure accurate case handover.

Client Care

• Ensure every client feels listened to, respected, and supported.
• Handle sensitive financial and personal information with the highest confidentiality.
• Provide clear next steps, managing expectations in a calm and reassuring manner.

Skills & Experience Required

• Strong communication and interpersonal skills, with the ability to handle sensitive conversations professionally.
• Excellent telephone skills, confident, clear, and empathetic when speaking with clients.
• Analytic mindset with attention to detail when reviewing client financial data.
• Previous experience in financial services, debt management, client support, or a similar role preferred.
• Ability to remain calm and confident under pressure.
• Competent IT skills, including Microsoft Excel and CRM systems.

Personal Attributes

• Empathetic and client focused.
• Confident and reassuring when discussing financial challenges.
• Organised and able to manage multiple enquiries simultaneously.
• High integrity and commitment to confidentiality.

Benefits

• Competitive salary ( 28-32k depending on experience)
• 4-Day Week Scheme upon completion of probation period.
• Ongoing training, coaching, and professional development schemes.
• Regular team days away and social activities.
• Opportunity to get involved in our charity partnerships and community initiatives.
• Supportive and collaborative team environment.

Please send CV to Colleen Farquharson via the link
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.

Skills Required