Customer Service - Collections

Ford Credit
Manchester, Greater Manchester
Up to £9.59 per hour
23 Feb 2018
23 Mar 2018
Manpower UK
Job Type
Ford Credit Europe Bank plc is a wholly owned subsidiary of Ford Motor Company and offers Ford customers and dealers a variety of retail and wholesale automotive financial products and services through the Ford Credit brand name. Ford Credit Europe has established a new business centre based in Manchester city centre to provide financial services support for its UK retail customers and European Ford Dealer Network.

We are looking for customer service professionals to join our Collections team. The Collections team aims to help customers to remedy any delinquency on their accounts and if necessary to overcome periods of financial difficulty by working with customers to agree repayment solutions. The role of a Collections Agent is varied, however primarily requires the handling of inbound and outbound calls with the aim of bringing a customer's account up to date. Customer experience is a key priority and Collections Agents demonstrate high levels of customer focus whilst working proactively with customers who are experiencing difficulties.

Key position responsibilities will include:
*Providing outstanding customer service to all customers who contact the Collections department by phone, post, email, fax or via the company website, whilst remaining fully compliant with Data Protection and Consumer Credit legislation
*Handling both inbound and outbound (dialer initiated) calls, ensuring that key performance metrics on service levels including call answering time, call volume and post call administration are consistently achieved
*Providing advice on remedy opportunities relevant to customers specific circumstances, including short and long term repayment arrangements
*Liaising where appropriate with outside agencies whilst remaining fully compliant with Data Protection and Consumer Credit legislation
*Processing payments made by debit card
*Working with to Debt Collection Agencies to remedy arrears
*Administration of queries and follow up actions as required, for example issuing standard letters, processing payments and payment tracing
*Drafting specific letters if required
*Maintaining accurate and up to date customer account records
*Using multiple IT systems and applications in the course of daily work
*Supporting cross-cover within business centre to support other teams as required to help maintain overall quality of service

Person specification:
*Previous experience of working within a customer services or in-house collections environment would be beneficial
*Positive approach to providing excellent customer service and taking accountability for resolving or escalating customer queries as required
*Must be able to demonstrate a focus on delivering results, being a valued team player, and showing resilience and adaptability to achieve personal and team objectives
*Excellent verbal and written language skills (additional European languages spoken to business level would also be an advantage)
*Confident IT skills, able to competently approach using a range of systems and applications after receiving training
*Confident in meeting deadlines with minimal supervision, whilst maintaining high levels of quality and efficiency
*Understand what the fair treatment of customers means and to ensure that this is consistently incorporated into the role
*Ability to acquire and put into practice new knowledge and skills, developed though on the job training

Additional information:
Positions operate on a full-time basis, over a 37.5 hour week. Hours/days of work vary between departments, but candidates should be available to work between 8.00am-8.00pm Monday-Friday to cover opening hours as required. Some weekend working is also required, again this is specific to each department, but candidates may be required to work up to 1 in 2 Saturdays (8.30am-5.30pm)/Sundays (10.00am-4.00pm). Bank Holiday working may also be required.

The Company is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment and harassment on the grounds of race, religious beliefs, creed, colour, nationality, ethnic or national origins, gender, marital status, parental status, age, sexual orientation or disability. We believe that a key ingredient to business success is the diversity of our workforce where differences are valued and everyone is included. Diversity at Ford Credit includes all of the things that make each of us unique individuals. Our backgrounds, opinions, experiences, perspectives and life situations are just some of the distinctions we bring to the workplace.

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