Senior Collections Advisor

As a Senior Collections Advisor you will lead by example, ensuring role model behaviour is displayed when undertaking customer facing and escalation responsibilities. Working closely with your Collections Team Manager, you will coach Advisors demonstrating your knowledge and passing on your experience. You may also be required to get involved in recruitment of the team and project work. When required, you will also deal with third parties, such as debt management firms and Recoveries agents.

• Support the team in taking full ownership and use initiative to resolve customer queries within first contact resolution and deliver a personal service allowing for a consistently high quality, low effort customer experience that creates a personalised, effortless contact
• Support Advisor judgement to identify when redress and negotiation is needed to resolve a first-line complaint and utilising the "Limits of Authority" matrix where appropriate
• Taking ownership of arrears management by interfacing with external solicitors, repossession agents and debt collections agencies where appropriate.
• This role concentrates on a focussed range of processes and enquiries, with a range of potential solutions through various channels (e.g. Telephony, White mail and E-mail).
• Required to evaluate customer circumstance, inconvenience and distress in order to make the decision to achieve appropriate and proportionate resolution from a wide range of potential options
• Use personal judgement to negotiate with third parties, including but not limited to: solicitors, repossession agents and debt collections agencies.
• Actively participate in a culture that adheres to all Treating Customer Fairly (TCF) outcomes as defined by the FCA.
• Be proficient in multiple systems in order to achieve appropriate customer outcomes.
• Meet or exceed quality targets for regular quality assurance
• Work to agreed service levels across all channels, quality targets and operational metrics relating to all aspects of customer service provision and customer experience.
• Managing high volume workloads and prioritising accordingly to achieve agreed service levels, quality targets and operational metrics
• Ensure team understands the customer needs and handle customer types appropriately including but not limited to Vulnerable Customers.
• Provide support with the initial embedding of skills in new advisors.
  
  Full PC literacy essential, including Microsoft Office products.
• Excellent written and verbal communication skills.
• Ability to work to service levels and quality measures.
• Confident in dealing with and managing expectations of customers.
• Proven track record in negotiating with and influencing stakeholders and customers as appropriate.
• Ability to cope under pressure and meet strict deadlines.
• Demonstrate a deep understanding of all relevant aspects legislation/requirements including but not limited to TCF, FCA, and relevant Vulnerable Customer guidance.
• Experience of working in a Collections environment, either within financial services or another industry type.
• High level of emotional intelligence and resilience.
  
  Company car + discounted loan car scheme, annual discretionary bonus, 27 days holiday, generous pension scheme, private healthcare, free on-site parking, and much more!
How we support you The training at VWFS is amazing, there are lots of opportunities to learn and grow, and excellent work is well-recognised. For many of our people, the big attraction is the opportunity to work with leading automotive brands in a fantastic environment; We have a call centre like no other, an inspiring workspace complemented by a supportive, friendly team culture. About Volkswagen Financial Services Volkswagen Financial Services (VWFS) provides finance and insurance services to customers across the entire Volkswagen Group in the United Kingdom. The Group includes some of the world's most iconic automotive brands; Audi, SEAT, Skoda, Volkswagen, Bentley, Lamborghini, Porsche, Bugatti, Ducati, MAN and Scania.