IMH Recruitment have a fantastic opportunity for experienced Telephone Customer Negotiators to join our clients fast-growing, multinational financial services business based in the heart of Sheffield.
Working on the front line of operations, the role of Negotiator is to identify appropriate customer solutions on accounts, primarily through telephone negotiation having gathered information to inform and support the solution.
The primary objective of the role is to Negotiate best possible solutions for Customers on all accounts following internal processes and procedures, working in accordance with all regulatory.
Core Responsibilities
* Effectively manage allocated caseload to ensure all accounts are actioned in a timely manner.
* Review customer accounts to determine and propose the best possible resolution.
* Contact customers via telephone/ letter to negotiate on accounts.
* Negotiate with customers to ensure solutions are affordable, signposting to sources of free debt advice where necessary and identifying and dealing with vulnerable customers appropriately.
* Follow up on payment promises to secure ongoing payment arrangements.
* Update client accounts accurately and concisely.
* Negotiate settlement terms with debtors or appointed third parties as per client mandate.
* Provide a “shadowing” facility to colleagues either new to the business, or new to the team.
* Ensure compliance with all relevant legal, regulatory, client and internal policy and procedure requirements.
* Support the team to meet or exceed set standards by achieving agreed performance objectives and key performance indicators.
* Work in partnership with other departments to meet business objectives.
* Always adhere to the principles of Treating Customers Fairly.
Skills and Competencies
* Understanding of FCA regulations and DPA principles.
* A team-worker who must be able to build working relationships and interact with colleagues.
* MS Office and/or Google experience.
* Good communication skills.
Desirable Experience
* Debt Collection Agency experience
* Experience of working on a telephone dialler
* Call centre experience
Hours/Pay/Benefits
* Salary £26,478 annually
* Monday to Friday between the hours of 8am and 8pm.
* 25 days plus bank holidays
* Annual leave purchase scheme (After Probation)
* Hybrid working once passed probation and competent, 3 days in the office a week, 2 days at home,
* Work from home allowance
* Regular social events
* Free breakfast, drinks, fresh fruit
* Monthly Social Events
Job Types: Full-time, Permanent