Collections and Recoveries Specialists

Collections & Recoveries Specialist Advisor

Full Time Fixed Term Contract until October 2025 & Full Time Permanent Opportunities available

Milton Keynes (Hybrid)

Salary from £26,000 - £30,000 per annum dependant on experience

Benefits: Company Car Scheme, discretionary bonus, generous pension, 2 loan cars for friends and family, 27 days holiday in addition to statutory bank holidays plus much more!

Closing Date - 2nd December 2024

Are you an experienced Customer Services Professional looking for a new position? Do you have experience in dealing with vulnerable customers or dealing with complex complaint cases? If you are thorough in your approach with an investigative nature whilst being able to empathise with the customer, we want to hear from you.

The application process for this role will involve and online application followed by an Assessment Morning at our offices in Tongwell, Milton Keynes.

As a Collections & Recoveries Specialist Advisor at Volkswagen Financial Services you will benefit from being part of a great team, representing iconic brands and driving your very own VW Group company car!!

We are a customer focused regulated business and comply with the FCA and Consumer Duty standards. Our priority is to ensure that our customers who display characteristics of vulnerability receive fair and appropriate support.

In the role of Collections & Recoveries Specialist Advisor you will a subject matter expert and provide good customer outcomes by managing a large number of complex cases. You will be talking to our most vulnerable customers identify risks and taking ownership to proactively support their needs. Using your expert knowledge, interpersonal and influencing skills you will strive to deliver on good customer outcomes whist meeting the business need. We are looking for new colleagues who are not only able to deliver excellent customer service to our most vulnerable customers but also able to handle complex investigations, root cause analysis and make independent remediation decisions taking into account not only the customers needs but also the businesses.

About the role:

• Caseload management of complex matters. Working with vulnerable customers and managing complex cases to achieve the best outcome for all parties. This may require thinking outside the box to provide Tailored support for individual customer needs
• Handling customer dissatisfaction in an appropriate and professional manner and adhering to our complaints/escalation process. Use personal judgement to identify when redress and negotiation is needed to resolve a first-line complaint.
• Identifying and driving improvements to maximise the identification of and service to vulnerable customers.
• Take ownership to investigate customer circumstances and root cause analysis, considering all options available
• Be an escalation point for complex issues whilst demonstrating empathy, compassion and negotiation skills
• Take ownership for key processes to ensure they are managed within the service levels agreed
• Management of the arrears process and work with third parties Stakeholder management which includes close working relationship with Operational Compliance Managers, Training, Root Cause, Optimisation Leads and Quality Assurance Team, external solicitors, repossession agents and debt collections agencies where appropriate.
• Guide customers through a range of processes using various communication channels (e.g. Telephony, White mail and E-mail). Supporting customers who are facing financial and personal difficulties over the telephone and via written communication to effectively understand their individual circumstances.
• Continually review customer circumstance to make informed decisions
• Escalate highly complex queries that cannot be resolved at first instance

Skills and Experience Required:

• Proven customer services experience ideally within financial services but not necessary, we will consider other customer service experience.
• Competent in using multiple systems including MS Office, CRM and telephony systems
• Excellent written and verbal communication skills
• Ability to work to service levels and quality measures.
• Confident in talking to customers and managing complex cases
• Excellent negotiating and influencing skills
• Ability to work under pressure within a deadline environment
• A clear understanding of the FCA regulations and vulnerable customer guidance
• Demonstrates emotional intelligence, resilience and empathy
• Strong teamwork skills whilst maintaining individual workload

What's in it for you?

The training is fantastic, and development opportunities are plenty for those who perform well in their roles and wish to grow their career with us. For many of our people, the big attraction to working here at VWFS is the opportunity to represent leading automotive brands in a fantastic working environment with a strong and supportive team.

About Volkswagen Financial Services

Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can.