Senior Collections Consultant

Mark James Search
£26000 - £28000 per annum + +10-20% bonus
20 Apr 2017
20 May 2017
Contract Type
Full Time

Our client, a leading financial services company, based in Maidenhead, are looking to recruit a Servicing Consultant to provide support and assistance to managers and colleagues in ensuring the business communicates with customers and/or their representatives in order to provide solutions to defaulting loans & mortgages.


  • Act as a role model to motivate and inspire others in a customer first approach, whilst maintaining compliant in legal and regulatory principles.
  • Carry out Servicing Advisor and Servicing Specialist role related activities when required
  • Handle non-standard and/or technical queries including complex referrals from other agents or departments
  • Investigate and respond to complaints raised by customers and/or their representatives
  • Lead the review of processes and procedures as part of a continuous improvement programme
  • Investigate and administer complex litigation queries, including escalation and resolution
  • Support the development of Advisors and Specialists and identify trends and skill/knowledge gaps and recommend any bespoke training or coaching required
  • Carrying out defended litigation processes
  • Carrying out technical and telephone call coaching identifying trends and skill/knowledge gaps and recommending bespoke training/coaching programmes
  • Acting as deputy for Team Manager when required
  • Carry our other tasks and duties as assigned by Team Manager
  • To uphold and promote the Acenden customer experience framework to ensure we do the right thing for our customers, people and clients


  • Previous experience at working within a target-driven, fast paced, telephone based financial services environment with a desire to exceed expectations
  • Experience in multi-tasking to ensure the business one touch approach to customer service is taken forward
  • Worked as part of a team and can manage change whilst adopting a positive attitude if faced with challenging situations
  • Ability to coach and develop colleagues to develop their skills and help monitor their progress
  • Positive attitude and resilient when faced with challenging situations
  • Ability to assess, analyse and recommend solutions to customer and process related challenges/problems
  • Ability to plan, prioritise and monitor progress of workloads against agreed service standards and objectives

This is a full time, permanent position working from Monday - Friday, 9am-5.30pm.

Our client offers an excellent remuneration, bonus and benefits package in addition to excellent career progression and development opportunities.

Please apply online to be considered.