Blenheim Chalcot Group is hiring a

Customer Service and Collections Agent

Nottingham, United Kingdom

The Company

Oakbrook Finance is a dynamic young alternative finance provider based in Nottingham City Centre. With our Likely Loans brand, we are quietly but rapidly making a name for ourselves as the UK’s leading innovator in non-prime personal lending, and we do this through a killer combination of world-class data science and underwriting, cutting-edge technology and an unbending focus on our customers’ needs.

With responsible lending and fairness ingrained in our company culture, we are helping thousands of people to build or repair their credit score - we are the antidote to both the inflexible high street banks and the unscrupulous payday lenders.

Our Role

You’ll be responsible for delivering a high standard of customer service when dealing with inbound and outbound calls, ensuring the voice of the customer is at the forefront of all duties.

Calls will range from new or existing customers assisting with general queries or customers who have fallen into collections, requiring assistance in arranging an affordable solution in order to bring their accounts up to date.

Key objectives:

  • Handle customer inquiries both by telephone and by email
  • Research required information using available resources
  • Deal with customers diligently, courteously and professionally ensuring a quality service is adhered to when collecting payments
  • Create repayment schedules based on customers’ financial situations
  • Decide on the correct action when negotiating payments
  • Signposting customers facing financial difficulty to the relevant Debt management companies
  • Retain customer loyalty while initiating processes for collections
  • Follow strict Company policies and procedures at all times, ensuring that legislative requirements are met
  • Take responsibility for resolving disputes, ensuring customer concerns are actioned correctly and all parties are notified
  • Handle each call promptly and in the correct manner, updating records accordingly, inputting customer related data accurately and efficiently
  • Perform other assigned tasks and duties necessary to support the Operations Department

What are we looking for?

  • Proven experience in within a targeted Collections Contact Centre environment, delivering a high standard of customer service at all times
  • Proficient in Microsoft applications
  • Knowledge of customer service principles and practices
  • Knowledge of call centre telephone systems and technology
  • Good data entry and typing skills
  • Understanding of working in a regulated environment

Our Culture

Our culture is one of openness, fun, collaboration and mutual respect, we have recently moved into purpose-fitted offices so we can fulfil our objectives for growth. You will be a great people person, who has the respect of both your team and the wider business, who you will be working with daily.

You will be passionate and customer focused, building relationships to understand the customer’s needs. We all work as part of a team to ensure we remain an efficient and compliant department.

This is an exciting opportunity in one of the most exciting young businesses in the East Midlands. If you’re interested – please get in touch!

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