Customer Support Officer - MF Collections

About The Role

Brief descriptionWe are very excited to announce we are currently recruiting to expand our innovative and energetic team. You will be a part of a dynamic team on a mission to revolutionise customer experiences. You must be a self-motivated individual and pride yourself on building excellent relationships with existing and potential customers.Career progression continues to be a strength as our highly profitable business continues to grow and invest across all business areas whilst taking their ambitious business plans on to the next level.Purpose of the roleYou will be responsible for recovering any monies due on customer accounts within the current regulatory framework. Communicating with customers and authorised third parties relating to collections and recoveries activities on Motor Finance accounts. This will involve identifying and helping customers who may be experiencing financial difficulty.Duties and responsibilities

• Deal empathetically with customers whilst questioning and probing to understand their circumstances
• Examine accounts in arrears, verify the elements, obtain instructions regarding their recovery and determine appropriate action
• Communicate with customers in arrears to agree sustainable payment arrangements in line with affordability
• Monitor judgment cases to ensure payments are made as ordered
• Agree and subsequently monitor forbearance arrangements with customers
• Interpret customer’s instructions and action in accordance with departmental processes and procedures
• Adhering to agreed company regulation and legislation eg FCA, DPA, CONC, MCOB etc.
• Understanding forbearance options available to customers and working with them to understand their long-term intentions of repaying their loan balance
• Manage, organise and update information on relevant computer systems

About You

Skills

• Excellent communication skills
• Ability to use own initiative and work within a team
• Demonstrate problem solving and analysis skills with attention to detail and accuracy
• Willing to learn new systems quickly using existing IT skills
• Ability to adapt to change and remain calm under pressure

Qualifications and experiencePrevious collections experience also required. Previous motor finance experience would be desirable.Working hoursWe promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We encourage our team to find a work pattern that suits their needs, asking you to work from the office once per week and encouraging you to work from home when it suits you the most. Our opening hours are;Monday 08:30-19:00Tuesday 08:30-17:00Wednesday 08:30-19:00Thursday 08:30-17:00Friday 08:30-17:00Saturday 09:00-13:00 We ask that you work until 19:00 at least once per week and that you covered 2 Saturday shifts in an 8 week period. If you think that you can work with us to find a working pattern that suits your needs whilst helping us to manage our customers during those hours then don’t be afraid to talk about your preferences at your interview.

About Us

Paragon perks

• Generous holiday allowance, with a day off for your birthday!
• Paid community volunteering
• Company-wide, profit-sharing bonus
• Pension plan - we’ll contribute up to 10% of your annual salary
• Life assurance and personal accident cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

We welcome diversity and we care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Formed in 2020, our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience and ideas to build a more equal, diverse and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We offer a range of support to help you care for your wellbeing, from our free Employee Assistance Programme to our qualified Wellbeing team who are on hand to connect you with the help you need to get more out of life.

Be better

We want you to reach your potential and, as an Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.

Be a part of it!

Our employees tell us that the best thing about Paragon is the people! So, if you’re looking for an energetic, friendly team with a great set of values to help you take the next step in your career, apply now and let’s grow together!