Customer Account Manager - Gateshead
At Provident, We Drive, We Engage, We Connect:'"Together We Make Life Better"
Provident Financial Group is made up of Provident Personal Credit Limited, Cheque Exchange Limited and Vanquis Bank. We are the UK's leading suppliers of personal credit products to customers who might have difficulty obtaining credit elsewhere. We're the friendly face of finance and loans, and we're proud of the relationships we have built for over 130 years, making millions of lives better by looking after them where others might not and doing so in a clear, honest and responsible way.
We might have been around since 1880, but we are a rapidly expanding and changing business and over the past few years, we have seen a huge transformation of our business through digitalisation, new business launches and acquisitions. Our heritage, understanding and proven performance all give us real confidence as we enter the next chapter of our development.
We want to grow our company and stand out from the crowd.
How do we do this?
With the right people joining us on our journey. All you need to possess are the same personal qualities that have served us so well since 1880: honesty, trustworthiness, understanding, a strong work ethic and the ambition to match.
We are committed to providing fantastic opportunities for your development and we are very excited about our future and the challenges ahead of us.
Interested? Read on
We have 159 exciting vacancies across the UK & NI for a new role we have created, known as a Customer Account Manager we are looking for the right people to provide a best in class customer experience through providing outstanding customer service at all times. You will be required to visit and call customers in arrears or those who are struggling with repayment at their homes in line with their desired timeframe, as directed by the Company's routing technology.
You will offer and provide forbearance to existing customers and find a suitable outcome to assist them in managing their loans as well as operating at all times in accordance with the Company's policies, procedures and processes, including SOP. You will be representing the Company, embodying our vision of "Lending a Helping Hand When Others Don't"
In this role we require you to visit customers at their own homes and where appropriate conduct an Income and Expenditure assessment, you will be effectively managing arrears accounts and ensure contact is made with customers in line with the appropriate contact strategy, you will accept repayments where required as part of the arrears process ensuring all customer records are up to date and accurate at all times completing the required standard administrative procedures to ensure all money is banked, balanced and accounted for using the company applications.
You will be Identifying signs / triggers indicating a vulnerable or potentially vulnerable customer and refer to specialist teams as required by the SOPs, Identify signs / triggers indicating the need or potential need for breathing space and refer to specialist teams, Identify any risk / fraud potential and communicate as appropriate to Regional Account Manager, MLRO and Risk, in line with SOPs.
You will be responsible for the security of customer and company data as well as the security of company property used in the CAM role. You will keep up to date with any new / amended processes, procedures or regulatory changes that impact the Company and learn information about new products and initiatives, following instructions from the Company at all times ensuring all internal communications are read, understood, adhered to and acknowledged. Clarity must be sought where needed to aid understanding and complying at all times with compliance, training and company procedures, as set out in the SOPs.
You will attend meetings with your line manager to review your own and company performance, training, compliance with legislation / regulations, SOPS, KPI's, company policies, procedures or any other matters as well as attending other meetings that may take place from time to time to discuss Company performance, training, and other matters
The right person will have Basic IT skills and familiarity with IOS/Android systems, ability to drive / travel within a designated area as determined by the Company. You will need to work on a mobile basis to standard shift patterns.
We require you to have Literacy and Numeracy Skills as well as good Interpersonal skills in particular Communication and Customer Service skills as well as having effective Questioning and Listening Skills
You must be over the age of 18 with a Full UK Driving Licence
In return we will offer you a basic salary of £28,000 plus Bonus, company car, pension, and 25 days holiday. You will also receive full training with our exciting new induction course and you will have plenty of support and advice from your Regional Account Manager