Financial Support Assistant

What’s The Role?

Our client, a leading provider of specialist motor finance, is looking for Financial Support Assistants to join them on a new project in their affordability team.

The successful candidates will play a critical role in managing and recovering overdue payments from customers within the motor finance sector.

Working in a call centre environment, you will be responsible for contacting customers with overdue accounts, negotiating payment plans, resolving issues, and ensuring that debt is collected while maintaining high standards of customer service.

The role requires an understanding of the motor finance industry, strong communication skills, and the ability to work in a fast-paced, target-driven environment.

Tell me more

• Location: Work from home
• Rate: £160 p/d via umbrella
• Work Pattern: Standard Business Hours
• Start Dates: ASAP
• Duration: March 2025 with possible extension

Role Responsibilities

• Contacting customers by telephone, email, or SMS to recover overdue payments in line with the company's CAS policies.
• Negotiating payment terms, extensions, or settlements in a way that is beneficial for both the company and the customer.
• Maintaining accurate records of customer interactions and ensure all actions are logged in the system.
• Ensuring that all collections activities comply with the relevant laws, regulations, and industry guidelines, including Treating Customers Fairly (TCF) principles.
• Setting up and managing direct debit mandates or other payment methods and monitor adherence to agreed-upon payment plans, including the completion of income and expenditure forms.
• Identifying accounts that require escalation, including cases where legal action or repossession may be required, and follow the correct processes.
• Providing excellent customer service while being firm on the recovery of overdue payments, ensuring that the customer experience is positive.
• Providing regular updates and reports to the CAS Team Lead.
• Meeting or exceeding daily, weekly, and monthly CAS targets.

What Knowledge, Skills & Experience We Need

• Previous experience in collections or debt recovery, ideally within motor finance or a similar regulated industry.
• Knowledge of collections software and tools (e.g., CRMs, debt collection platforms).
• Familiarity with legal processes related to debt collection, including repossession beneficial.
• Excellent verbal and written communication skills, with the ability to handle difficult conversations tactfully.
• Strong negotiation skills with a proven ability to secure payment arrangements.
• Strong customer service skills with an emphasis on empathy, problem-solving, and maintaining a positive customer experience.
• Familiarity with financial regulations related to debt recovery, particularly within the motor finance industry (FCA guidelines, GDPR, etc.).
• Proficient with Microsoft Office and experience using customer management systems or collections software.
• Ability to work towards and meet KPIs and performance targets in a fast-paced environment.
• High level of accuracy in handling financial data and records.