Collections Specialist Colleague

Job Title: Customer Support Specialist Colleague

Location: Solihull – Hybrid working

Hours: Permanent 

The Role: 

As the Customer Support Specialist Colleague – you will Communicate & Support our customers who are showing signs of fragility, vulnerability or are suffering from mental health issues, which impact their ability to manage their personal finances, as a result of their personal circumstances.

Key Responsibilities:  

·       Successfully complete Vulnerability Training Course & utilise these skills in your communications with our customers.

·       Listen to customers to understand their current situation and utilise this information to ask open & relevant questions to understand how the customer’s situation impacts them & their ability to manage their account.

·       Liaise with 3rd parties, such as a medical professionals or charities who are caring or assisting the customer to establish the appropriate action required.

·       To actively identify underlying reasons for non-payment and signpost appropriately.

·       Communicate confidently, assertively and display empathy with the customer’s situation(s). 

·       Complete non telephony work following agreed process flows where appropriate to remain within agreed Service Level Agreements.

·       Manage, organise, and update relevant data using various computer systems accurately and succinctly.

·       Ability to meet and exceed performance standards, contribute fully to team performance.

·       Show flexibility in your duties when required.

·       This role will not attract a monthly bonus, but the package will reflect the skills required in this role once competency has been achieved in line with the Training & Competency Framework.

Skills & Attributes:  

·    Customer Support experience – Vulnerable customers / Collections

·    Excellent communication skills. 

·    Strong interpersonal skills.  

·    Punctual & excellent literate skills.

·    Stakeholder management & communication.

·    Financial Services Experience (Desirable)

·    Experience of digital transformation (Desirable)

·    Great people / Customer skills.

·    Great written skills / Email management.

Could this be you?  

BNP Paribas Personal Finance believe it’s a positive attitude and passion to make things happen that matters most.  

Equal Opportunities Disclaimer 

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.