Customer Specialist
As a customer specialist you will play a vital role in supporting customers and providing excellent service. You will guide customers through a range of options and offer practical advice that gives them the tools to adjust their finances and take control of their mortgage arrears. You will support the customer to begin making affordable payments again so that their lender doesn’t need to repossess the property.
Our team of customer specialists provide a non-judgmental, caring and compassionate approach, putting the customer first.
The Customer Specialist will manage and progress a personal caseload of mortgage possession claims, ensuring that clients represented by the firm receive pro-active, consistent and efficient levels of service.
The role is full time, Monday to Friday 37.5 hour per week at our office in Leeds.
Fee earning:
- Handling own caseload of files from initial instruction through to obtaining possession or instructions from our client to close our file.
- Undertake customer rehabilitation activities under supervision, in particular:
- Dealing with incoming telephone calls and correspondence from borrowers and their representatives and seeking to rehabilitate and avoid possession wherever possible.
- Making outbound telephone calls to borrowers, clients and other parties.
- Following call models prescribed by our lender clients or the Department
- Assess affordability, set up arrangements and monitor those arrangements and assisting when needed to get them back on track.
- Working to service standards agreed with our lender clients
- Deal wherever possible with routine client enquiries and communications.
- Identify areas that may benefit from improvement and communicate them to your team manager.
Other responsibilities:
- Comply faithfully in all respects with directions and/or requests from the team manager and fee earners that you are responsible to
- Comply with the Department's policy in so far as own caseload is concerned regarding taking and confirming instructions; client care; file management; file organisation and file review procedures
- Use the firm's IT solutions to implement, manage and maintain own diary system to ensure the efficient progress of own caseload
- Seek assistance whenever appropriate from team manager/colleagues in respect of unusual or difficult problems/issues arising on any cases
- Contribute towards own self development and attend training arranged for you
- Provide support to other fee earners as required
- Report immediately to the team manager on any issue/complaint re: professional conduct and/or client dissatisfaction and/or potential negligence or negative costs implications for the firm
- Promote good relations with other members of staff and facilitate teamwork
You will:
- Have excellent telephone handling skills and be a strong communicator.
- Preferably have previous experience in cash collection/debt recovery.
- Be able to work in a fast-paced and challenging environment.
- Be focused on resolutions and positive outcomes.
- Have excellent time management skills and the ability to work to tight deadlines with your caseloads.
- Be enthusiastic and work hard to develop with the team and the business.
- Be committed but patient with the journey, career progression opportunities are available and our business is growing, but you must show that you can master the customer specialist role and fully understand it to open up conversations about promotion or progression - we will work with you on your development.
Disclosure will be required in the event that a position is offered.
Financial checks will be required in the event that a position is offered.
Financial checks will be required in the event that a position is offered.
What we offer?
- Competitive salary
- Bonus potential
- Great working environment at our Leeds offices
- Career development opportunities
- 25 days holiday plus bank holidays
- Options to buy & sell 1 week’s holiday
- 1 week’s holiday carry over
- Extra day off for your birthday
- Staff card discount scheme for local shops
- Social days and evenings on the firm
- Staff discounts on legal services