Collections Advisor job with Volkswagen Financial Services (VWFS) | 219820
Job DescriptionCollections and Recoveries AdvisorBlakelands, Milton Keynes£19,617 dependant on experience + company car and excellent benefitsClose date: Friday 17th February 2017Assessment centre: Tuesday 7th March 2017 - Must be able to attendWe’re looking for experienced Collections & Recoveries Advisors to join our team within the Volkswagen Financial Services contact centre. You’ll be working in a great team, for an iconic brand and be part of a culture that saw us included in the top 10 great places to work in the UK this year. Competitive salary plus fantastic benefits including company car!About the roleYou will provide the highest quality customer experience through assistance and support when the Customer self-indicates or falls into financial difficulty during and after their financial services agreement. This role acts as a voice of the business during a sensitive time for the customer. Responsibilities will include:? Ownership and use of initiative to resolve queries from Customers in financial difficulty. Where possible do so with first contact resolution and deliver a personal service making VWFS feel easy to do business with. ? Work to agreed service levels, quality targets and operational metrics as determined by the department relating to all aspects of Customer service provision and Customer experience.? Use personal judgement to negotiate with third parties, including but not limited to: debt management firms, recoveries agents etc.? In accordance with Financial Conduct Authority (FCA) regulation, where a query cannot be resolved at first instance
this is required to be correctly noted on the relevant complaints software programme and escalated as appropriate. ? Be proficient in multiple systems in order to achieve appropriate Customer outcomes. ? Add value on every call and ensure that Customers receive the right level of appropriate information to make informed decisions about their financial circumstances.Benefits
Company car + discounted loan car scheme, annual discretionary bonus, 27 days holiday, generous pension scheme, private healthcare, free on-site parking, and much more!
Skills and Experience Required About you• A strong Customer Experience focus is essential with a determination to resolve Customer queries first time.• Full PC literacy essential, including Microsoft Office products.• Excellent written and verbal communication skills.• Ability to work to service levels and quality measures.• Strong teamwork skills whilst maintaining individual ownership.Desirable• Experience of Customer or Collections functions within financial services.• Extensive knowledge of a wide range of processes and business systems such as but not limited to CRM, CMS, Avaya.
• Demonstrate understanding of all relevant aspects legislation/requirements including but not limited to TCF, FCA and Financial Ombudsman Service.
Volkswagen Financial Services (UK) Limited [VWFS] is the finance and leasing arm of the Volkswagen Group. Funding products, for retail and business user customers, are developed and delivered to the Volkswagen Group retailer networks to assist them in maximising their vehicle sales and income opportunities. VWFS has grown year-on-year by continually developing its products and approach to managing customers.