Customer Collections Consultant
- Location Bournemouth Administration Centre, South West England
- Salary £16,000 - £22,929
- Contract type Permanent
- Closing date 27/06/2018
- Ref R002202844
It’s easy to misunderstand what Nationwide is like. Why? Because we’re not like a bank. We’re not like other financial services companies. We’re not really even like other collections and recoveries teams. We have some things that we genuinely believe in, not only as a business but as individuals too. We believe in helping our members, in supporting our colleagues, in making sure that everyone who has a connection with Nationwide feels like they belong to something unique. After all, we’re a building society. So we’re building our ‘society’ with a sense of community and a collective belief in the idea that we’re all here to help each other. That’s what we’re all about and that’s what makes us different.
Who we're looking for
At Nationwide we believe in helping others. That’s where you come in. You will play a pivotal role when it comes to supporting our members when they need it most. We’re different to other call centres in the most visible way. We are not driven by scripts or standard calls, you will be speaking with our members to understand their situation. Using your problem solving skills and influence to gain their commitment to stay on track with effective repayment plans. As the friendly voice at the end of the phone, you’ll take pride in adapting your style to suit each unique situation. You don’t need a background in financial services to get started, because we’ll provide all the dedicated training and coaching to support our customers through their financial difficulties. It is your attitude that counts for most here – you’ll have the patience and natural ability to connect with the members that call us, paired with the resilience to provide genuine support. You don’t have to have worked in a contact centre environment before, but you’ll need to be a natural listener and communicator.
What you'll be doing
Sometimes our members fall behind on payments, and you’ll be guiding them through this over the phone and using our new video technology. You’ll spend time discussing our members’ finances and understand their disposable monthly income. You’ll offer support to help our members understand their options, and agree payment plans to help them get back on track. You’ll treat each case individually and work towards gaining the right resolution. You won’t know how to answer everything from the offset, but you’ll be keen to understand the situation and come up with a suitable solution for the customer. Some calls can be challenging, so you’ve got to be able to empathise with the conditions that cause missed payments, while striving to get the outcome that suits everyone.
The extras you'll get
Feeling as though you belong means feeling valued, recognised and rewarded. We aim to give all of our people a good work-life balance, so you’ll have access to your working schedule in advance. You’ll work varied shifts between 8am – 8pm, helping you to work around your day-to-day life, and we extend our support to the rewards and benefits we offer:
If you put a lot in, it’s only fair you get a lot out. So in recognition of your commitment once you
complete your probationary period (usually 6 months), a starting salary of £16,000, up to £22,929 (depending on experience and skills for the role). You’ll enjoy flexible shifts, 24 days holiday with the
option to buy more, flexible benefits, life assurance, and a generous pension scheme.
We’d love it if you joined our society. Click apply today and send us your CV to take the first step towards building society, nationwide. Please note: To help us do the right thing by our members, all applicants will be subject to a criminal record, credit check and references.