Financial Support Associate – Unsecured Arrears
Manchester Office Based
12 Month Secondment
DR3
The role:
Support customers facing challenging financial situations. Listen to, empathise and empower customers by providing tailored solutions or by signposting them to external support. Assist customers with simple queries or be required to handle more complex situations, to help find a more suitable solution to support their difficulties. Speak to customers who are expecting to struggle in the future or helping customers who are struggling financially and are particularly vulnerable.
Key accountabilities:
- Protecting and enhancing customer and company interests by using active questioning and listening techniques to determine customers financial and personal circumstances
- Identifying customer needs and responding to them, ensuring all relevant facts and information is gathered, to ensure the most appropriate outcome for the customer.
- Handling each call in a professional manner and having the ability to show empathy and sympathy as required
- Identifying and supporting our vulnerable customers and providing an empathetic approach to their sensitive and unique situations. Working with them to reach a mutually acceptable solution utilising appropriate guidance provided
- Negotiating affordable re-payment plans
- Using negotiation and persuasion skills to gain customer commitment
- Ensuring that all interactions with customers are recorded and updated accordingly on the relevant system, adhering to all relevant processes and procedures, to enable accurate and factual data and to make sure our customer’s information is protected at all times.
- Delivering exceptional customer service through every customer interaction utilising specialist knowledge, skills and experience to deliver industry leading customer outcomes (full training provided)
- Supporting the team by providing help, guidance and feedback to others, sharing best practice and seeking out opportunities for continuous improvement.
- Complying with regulatory and company policies at all times
Knowledge, skills and experience required:
- A resilient and unwavering customer focus, with the ability to handle queries of a sensitive and challenging nature
- Ability to communicate information clearly, concisely and accurately, typically verbally, but also written
- Positive and enthusiastic approach
- Strong interpersonal skills and an excellent telephone manner
- Good problem solving and analytical skills
- Empathetic nature
We can only consider candidates with the right to work in the UK at this time.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.