Job Details

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Credit Controller

Stockport, Lancashire, United Kingdom, £ £ 20000.00-24000.00 Annual Annual, Permanent


Credit Controller

To proactively contact and service all customers where there is an identified breach (both arrears and cancellation mgmt.) to the plan. On contact with the client advisors are to fully establish and understand reason for the breach using effective questioning through negotiation and service, agreeing the best resolution for the client and the business.

Scope of Job

* Complete and capture a comprehensive assessment of each client\'s circumstances, using prescribed call scripts

* Actively assess the clients account and discuss all possible resolutions to resolve the breached plan, this incudes; re-establishing monthly plans, arrears collection, amendment of plan terms, plan revision, restarting plans, client retention mgmt.

* Assist the client in making an informed decision and committing to an appropriate course of action

* Resolve any outstanding queries to the satisfaction of the client, using your skills and knowledge to provide reassurance

* Provide the client with all the required information and documentation, ensuring that the correct letters / documents are issued, compiled and returned

* Secure any outstanding / ongoing payments and instructions to ensure continuation of repayments to the plan

* Ensure that clear and accurate notes are detailed on the system and are in line with the business process requirements and of the Data Protection Act

* Proactively manage call backs, emailed / mail communications

Performance management

* Take the appropriate action on receipt of calls letters and emails from the client and various departments within the company and within the appropriate timescales

* Appropriate questioning and resolving issues at their root cause whilst remaining focused and driven to assist the client and deliver against company targets

* Achieve set objectives as agreed with the team leader for individual development

* Achieve individual, team and company targets for core products and services

* Contribute to the overall performance of the company and support the managers as and when required

* Demonstrate exceptional telephony skills, ensuring that the client receives an exceptional standard of service

* Ensure full completion of all mandatory training

* Represent the business in a positive manor enhancing the reputation of the business to support growth of the company

Required competancies

* Exceptional understanding of the importance of customer service

* Self-motivated and driven to deliver and exceed against the needs of the business and individual KPIs

* Ability to work effectively within a team

* Able to effectively communicate with both internal and external customers

* Wants to progress and develop themselves with their role

Experience / knowledge

* Strong performer when delivering against a set of targets and deadlines

* Understand methodology and application of an exceptional customer experience

* High standard of organisational skills with the ability to plan and prioritise

* Excellent written and verbal communication skills

* Evidenced experience in similar role for minimum period of 12 months

Job Details

Not Specified
Stockport, Lancashire, United Kingdom
£ £ 20000.00-24000.00 Annual Annual