Collections Advisor

Job description

Collections Advisor at M&S Bank

We are currently looking for people to join our Collections Telephony Team in Chester. Our Collections department is currently going through a period of change, the key measure for a Telephony Advisor is the delivery of fair outcomes to our customers rather than working to income targets. Our focus is on understanding our customers and their situations and agreeing the most appropriate solution for their individual needs.

Key responsibilities in this role include but are not limited to :

· Work closely with customers who are in financial difficulties in order to deliver positive, appropriate and sustainable outcomes
· Identification of potentially vulnerable customers to ensure we are tailoring our approach to their needs
· Adhering to all regulatory requirements and Collections Operations policies and procedures
· Providing our customers the confidence that HSBC understands their specific situation and concerns
· Taking Inbound calls from customers and making Outbound calls to establish updates on customers situation
· Working manual queues and reports to gain contact with our customers
· Escalate/report issues, suspicious activity or lapses of controls observed

Desired profile

Qualifications :

The ideal candidate for this role will have:

·  Excellent communication skills
·  Basic computer skills
·  Experience of working in a busy operational environment
·  A positive attitude and calm approach
·  The ability to follow processes and retain information
·  The ability to cope with ongoing change
·  The confidence and ability to use their judgement when needed to ensure a fair outcome for our customers
·  A natural ability to build rapport and engender trust on the telephone
·  Excellent questioning skills to ensure that they can gain a full understanding of our customers situations and agree the most appropriate solution
·  Empathetic approach with ability to build rapport and engender trust with our customers
·  Flexibility to work evenings and weekends as part of a rota
·  An understanding of the Collections process

The base location of this role will be Chester

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC UK is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.