Collections Advisor

Admiral Money is a growing lending business and is on track to become a strategic pillar within the Admiral Group.   We’ve a great opportunity to join our Collections team. BUT wait, it’s not like what you see of the TV. When our customers are struggling to pay, we need people who can reassure them we will never ask them to pay us something they can’t afford. We need people to listen and through effective questioning get to understand what’s led them to be in their position. We need people who can support our customers by putting the right support in place to allow our customers to start getting back on the right track. When our customers speak to us, they love the way we support them, here are just some examples of feedback we receive monthly…

• Brilliant service and very understanding person. Had an amazing experience and one of the best customer services I've ever had
• My circumstances have changed and am not financially stable anymore. I spoke to a man called Chris and he couldn’t have been nicer to me. He was so sympathetic and understood the issues I have. I cried after I came off the call because I was so relieved the problem has been sorted. Thank you again for making something difficult a little easier to bear.
• Very calm and understanding professional collection team

About Admiral Money

Admiral Money (AFSL) is an exciting, new division of Admiral Group. We have the freedom and innovation of a small start up with the security of a large parent company, Admiral. 

The journey started when we launched unsecured personal loans in June 2017. We went on to be the first direct to consumer car finance provider in December 2017. Since then, we have gone from strength to strength and have some exciting plans for the future.

We’re looking for people who are keen to learn, excited about getting stuck in and are ready for a challenge to help us to achieve our aim of creating a special lending business for our customers.

Why work for us?

As well as being a part of Wales only FTSE100 company, we offer job security whist working for a fresh new contender to the financial sector. Once you have established yourself within the department, you have the opportunity to progress to our Specialist Support team where you can learn about the more technical world of collections, or a world of opportunities outside of collections whether that be pricing, credit risk, marketing, IT, the list goes on. The collections team is a great pathway to launch your career.

About the role

The role as Collections Agent will involve empathising with customers to understand their current situation, work through suitable payment options and find a solution to meet business and customer needs. This role requires a team player who is willing to work well within the team and challenge themselves to learn new skills. The ideal candidate will have the ability to build rapport and empathise with customers in difficult situations.

Flexibility and work life balance is important to us, and so your time will be split between home and office over a 37.5-hour week.  The team currently support our customers between 8am - 5.30pm Monday to Friday with no weekend working.

• Do you have great listening skills?
• Do you like to get to find out the root cause of a problem by asking the right questions?
• Do you like making a positive difference in people’s lives?

If you have answered yes to all these please see the responsibilities/requirements below.

Responsibilities

• Discuss and explore customer circumstances and financial situation.
• Deal with customers fairly and reasonably in all circumstances.
• Support the customer in choosing the right solution for them
• The ability to recognise complaints, aim to resolve them and escalate where needed

Requirements

• Strong work ethic with the ability to prioritise tasks quickly and efficiently
• To communicate with our customers either by phone or written format, in a clear simple manner.
• Accurately record and input information.
• Work well within a team environment.
• Standard level of IT skills with an understanding of how to use Microsoft packages, e.g excel, word, powerpoint, etc )

If you've got 3 of the 5 skills we're looking for, we still want to hear from you!

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

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