Senior Collections Advisor

Milton Keynesfull-timesenior

OtherAdvisor

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Quick Summary

Overview

About Abound We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people.

Requirements Summary

An experienced Customer facing advisor confident at dealing with customers in arrears with credit products Have a good understanding of FCA regulation including CONC7 and DPA requirements Have an awareness of the broad range of debt solutions i.e.

Technical Tools

excelms-office

We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation.

Requirements

~1 min read

An experienced Customer facing advisor confident at dealing with customers in arrears with credit products
Have a good understanding of FCA regulation including CONC7 and DPA requirements
Have an awareness of the broad range of debt solutions i.e. Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, Breathing Space etc.
Understands Customer Vulnerability and how to identity and manage
Comfortable working with statements and ledgers to interpret transactions to help resolve customer queries
Familiar with Microsoft Office products (Word, Excel, Teams)
Have a very strong attention to detail and a high regard for consistency
A strong team player who will help as required to deliver tasks within the team SLAs
Familiar with KPIs and targets and quality assurance requirements

Responsibilities

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Handling multiple live customer chats
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Receiving and making telephony calls from Customer requiring assistance with their loans
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Supporting our omni channels i.e. live web chat, email, SMS and phone (inbound and outbound) including dialler software.
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Assessing customer affordability using our industry leading Open Banking software
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Agreeing and setting affordable payment plans with customers
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Processing on our systems when customers advise they are pursing alternative debt solutions
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Setting promises to pay received through digital channels
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Dealing with third party partners i.e. Field suppliers, debt collection agencies, insolvency portfolio managers
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Thinking analytically and giving suggestions and ideas as part of continuous improvement