Servicing Advisor - Acenden Ltd - Maidenhead

Job description

Servicing Advisor
Full time

Overall Purpose of Job

The principle responsibility of the Servicing Advisor role is to communicate/negotiate with customers and/or their representatives (e.g. solicitors, debt advisors, brokers) in order to rehabilitate and provide solutions to defaulting loans & mortgages through contact & consultation and at all times, adhering to Special Servicing Policies and Financial Regulations & Legislation.

Key Accountabilities

Carry out post, email and telephonic duties (manual and auto/predictive dialler activities). This will include:
- Completing DPA checks
- Handle standard queries and where appropriate, transfer non-standard enquiries to specialist agents/departments
- Taking payments from customers & authorised parties including setting up Direct Debit instructions
- Accurately record events (e.g. telephone calls) onto the Account administration systems
- Respond to inbound calls and conduct outbound telephonic campaigns on defaulting loans & mortgages
Effectively negotiate arrangements offered, using influencing and negotiation techniques. This will include:
- Accurately capturing information to assess customer circumstances including customer Income & Expenditure information
Ensure decisions are made in line with Special Servicing/Client Policy rules and Financial Regulations & Legislation. This will include:
- Consideration of Forbearance options
- Instruction of field agents

Carry out other tasks & duties as assigned by Reporting Officer

Knowledge, Skills

Ability to work in within a target-driven, fast paced, telephoned based financial environment with a desire to exceed expectations
Positive attitude and resilient when faced with challenging situations
To work as part of a team and manage change whilst adopting a positive attitude if faced with challenging situations
Multi skilled in the role and ensuring that the business one touch approach to customer service is taken forward in all tasks
Answering a high volume of calls and maintaining a rapid response rate according to agreed standards

Qualifications & Experience

Minimum of 5 GCSEs (or equivalent) at C, to include Maths and English