Lloyds Banking Group United Kingdom
A highly motivated individual who delivers on customer promises and consistently demonstrates and maintains strong knowledge of different products, policies and procedures within work streams. Able to work flexibly across different work streams including responding to medium complex/regulated complaints. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Consistently displays LBG values.Job Description
Within CFA we endeavour to proactively work with customers who are experiencing financial difficulty, tailoring solutions and building relationships where possible to help them clear arrears or by developing manageable payment solutions tailored to their circumstances and affordability.
Do you have a natural empathy with people? Could you help customers going through difficult times recover their credit worthiness?
Then there couldn’t be a better time to join us, as we integrate brands, systems and teams to build an exciting future for our people. We know these are challenging economic times, which is why we’re committed to helping our customers.
As a Fair Assessment Reviewer you’ll take responsibility for customer accounts investigating account histories to maximise contact and collection opportunities, recovering arrears and protecting the bank’s interests whilst maintaining the highest levels of customer care.
You’ll use your passion for accuracy, patience, sympathetic manner and proven customer service skills to agree imaginative repayment solutions to meet our customers’ needs. If this is backed up by experience in a telephone-based collection role that would be an advantage but not essential.
Previous experience is not essential as our comprehensive 9am to 5pm, 2 week training programme will ensure that you use the appropriate guidance and direction to follow all legislative regulatory procedures, service standards and complaint handling process. Following this you will be supported within our Training Academy by our Coaches as well as having additional support resources.
Our opening hours are Monday to Friday 8am to 6pm, Saturday and Sunday 8am-1pm and we are open to discussion on flexible working within these times.
As you’d expect from working for one of the UK’s largest Financial Institutions, you’ll receive an excellent range of benefits. Please see our website for more details.
Lloyds Banking Group is committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive workplace where all our colleagues can be themselves and succeed on merit.
So if you consider yourself a good match for this role and want to work in an environment that provides continuous learning and development, excellent benefits and a career that’s full of opportunity we would welcome your application. In return for your hard work, we offer a competitive reward package; please see our careers website for more details.
Please note if we receive a large volume of applications the advertising may close earlier so don’t delay in submitting your application.
At Lloyds Banking Group, we’re driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you’ll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you’ll have many opportunities to learn, grow and develop.
We’re focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
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