About the role

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Times are tough. Luckily our customers can rely on you to help them work through their debt issues.

You’ll deal with both inbound and outbound calls, navigating them through their options until you reach a financial solution that will help them sleep well at night and recoup valuable monies for us. You’ll balance care and concern, with firm but fair advice that will get them back on track and in control again – even if the advice you give is not always what they want to hear.

Results driven, targets don’t faze you and you’re happy to work shifts. That’s an overview, but the devil is in the detail. So if you want to find out more, take time to read on. Typical duties include:

  • collecting money to bring a customer account up-to-date
  • building your knowledge so that you can deal with any kind of call. To begin with you’ll specialise a single product and over time will be able to deal with all of our products mortgages, personal loans and FlexAccounts
  • taking a high volume of calls each day – our average advisor takes/makes 60 calls per day.
  • gathering information whilst on the call and then recording the agreement after the call
  • analysing the customer's situation, discussing their options and agreeing the most appropriate collection ‘arrangement’ 
  • working to an ‘operational mandate’ which sets out the broad parameters for arrangements
  • using your skills to maximise the collection ‘arrangement’ so that monies are paid back over as short a period as is affordable;  prior to firming up an arrangement you may need to work through a  ‘statement of means’ with the customer which is a detailed breakdown of monies in and out
  • calling the customer back (on occasion) to confirm that an action has been taken
  • making both inbound calls (these tend to be concentrated between 8am to 6pm) and outbound calls (usually we focus on these from 6pm to 8pm) 
  • being performance measured

Job of the Week

Collections Advisors are playing a vital role to Nationwide in the current economic climate. That’s why it’s our job of the week. Click here >>