Job Description

THE ROLE:

Specialist Recovery Advisor

LOCATION:

Grimsby

SALARY

: Starting at 24,570 + benefits.

HOURS:

37.5 hours per week Monday - Friday

About Advantage Finance

Advantage Finance is one of the UK's leading providers of specialist motor finance. From our HQ in Grimsby, we're proud to employ around 214 people who have been putting conversation before credit scores since 1999, helping all sorts of people get moving by listening to their stories and understanding their lives.

Our Core Values

Our business has always been about people, believing in our valued employees, and is built on our core values

TRUST.

Teamwork

- We work closely together to provide the best possible service.

Respect

- We treat each other with total respect, and we treat our customers with equal respect.

Understanding

- Understanding our customers, and each other, as human. Understanding our business and our responsibilities.

Supportive

- We support each other, and we provide the best support to our customers.

Truthful

- We are true to ourselves and true to each other. Honesty and integrity runs through everything that we do.

The Role

We are looking for a proactive and customer-focused individual to join our team. In this role, you'll play a key part in supporting customers and ensuring positive outcomes through effective communication and problem-solving.

Key Responsibilities:

Providing friendly, professional support to customers, always aiming for excellent service and fair outcomes. Contact customer of delinquent accounts by telephone, email, text and mail to determine reasons for overdue payments following a County Court Judgement. Communicating with IVA companies, ensuring dividend payments are received, IVAs are processed accurately, and Proof of Debt forms are submitted. Managing vulnerable accounts, including handling sensitive calls, responsible for assessing and flagging accounts for pre-care or support pathways such as TEXAS protocol or carer support, providing appropriate assistance to customers, and escalating to Team Leader when necessary. Timely review of the department enquiry emails, and either reply to or forward to the relevant account manager. Investigating accounts to obtain up-to-date and relevant customer details, including reviewing applications and conducting employment checks. Working of incoming departmental post.

Person Specification

Essential:

Previous telephone or customer facing experience

Excellent Telephone Communication Skills

Excellent Email Communication Skills

Previous experience working with customers.

Good IT Skills

Desirable:

Previous call centre or collections experience

Previous experience working within a regulated financial services environment.

The Benefits

Additional holiday leave

Bonus scheme

Sick Pay

Company pension (with the option to salary sacrifice)

Cycle to work scheme

Life insurance

On-site parking

Private medical insurance

Employee assistance programme

Company events & awards

Training & development

Inclusion and Diversity

We are committed to equality, diversity and inclusion. We are an equal opportunities employer. All qualified applicants will receive consideration for employment without regard to race, colour, sex, religion, sexual orientation, disability or any other protected characteristic. Our aim is to celebrate differences and encourage everyone to join us and be themselves at work.

Contact information:

For any informal discussion or for any further information please contact HR - 01472 570270 vacancies@advantagefinance.co.uk.

Job Type: Full-time

Pay: From 24,570.00 per year

Benefits:

Additional leave Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme Life insurance On-site parking Paid volunteer time Private medical insurance Sick pay
Application question(s):

Do you have telephone/customer facing experience? Do you have experience in a financial services regulated environment?
Work authorisation:

United Kingdom (required)
Work Location: In person