Customer Representative - Lending

Working Hours/ Shift Patterns: You will work 37.5 hours per week on a Monday to Friday 9:00 - 17:30 No weekends or bank holidays., As a Collections Representative in Lending, you will be responsible for answering queries from customers in early stages of arrears, supporting customers with their initial payment concerns using multiple channels whilst striving to resolve customer queries first time. You will be managing inbound calls & emails, and making outbound calls, as well as helping the wider operations team manage and support the end-to-end customer journey. Your role:

• Working closely with our Underwriting & Customer Service colleagues to escalate customer interactions where necessary
• Ensure that all customers are treated fairly and that those who are identified as being vulnerable or in financial hardship are dealt with in accordance with regulatory and company policies at all times
• Manage customer complaints in an effective manner and in line with company policies
• Be a self-starter and proactively manage work queues in an efficient and effective manner on a day-to-day basis
• Be a team player, supporting other colleagues who need help and suggesting process/system improvements where necessary
What we're looking for:
• Underlying focus on Customer Service essential, comfortable conversing with customers on phone and email
• Proactively identifying process improvements to help improve customer and business outcomes
• Willingness and ability to learn a new product line and apply existing skills in new area
• Adept at identifying and dealing with vulnerable customers
What we offer: Join us and you'll find a different way of doing things. We call it the 4Cs. So, we focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. That includes initial in-house training on our products and systems, as well as taking live calls alongside an experienced colleague, and regular, on-going training tailored to your individual needs Benefits you'll receive:
• Up to 5% annual discretionary Bonus
• Hybrid working (1 day per week in the office with the option to do more depending on your preference)
• A fantastic open plan modern office
• We promote a relaxed, friendly & diverse working environment
• 'Harrys' - a great onsite restaurant, with a wide range of choice at breakfast and lunchtime & an on-site Costa coffee
• 25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
• Pension match up to 10% of your salary
• Life insurance (4 x base salary)
• Discounted Hasting Direct products
• Discounts & cashback with well-known retailers
• Tech scheme, cycle to work, health assessments, and skin check - on completion of probation
• Refer a friend scheme - earn £500 for every friend you refer
• We will provide you will all the tech that you need! Including a brand-new Microsoft Surface laptop
As a Disability Confident employer, we're committed to ensuring our recruitment processes are fully inclusive - what this means to you is if you're applying for a job with us, you'll have fair access to support and adjustments throughout your recruitment journey. For this position, we're regrettably unable to accept applications through the Disability Confident Scheme (DCS) due to the extremely high volumes of applications we receive. However, what we put in place for these positions instead in order to remove barriers is an opportunity for all candidates to complete first stage assessments, in the form of some online exercises, which we can also provide adjustments for on a case-by-case basis., At Hastings Direct, we're committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

You'll probably know Hastings Direct as a digital insurance provider, but did you know we also have a growing unsecured lending business? We have a competitive product on market-leading systems offering customers guaranteed eligibility and real rates through price comparison websites (PCWs). We have over four million customers but know there's an even bigger opportunity out there and have ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture.

Salary: The starting salary is £26,230 plus benefits. There will be opportunities for further salary progression with the right focus on personal development.