Collections Handler – Contract

October 21

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Deloitte

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Consulting • Financial Advisory • Technology, Media & Telecommunications

Deloitte is a leading global provider of audit, consulting, tax, and advisory services. With a strong commitment to innovation and sustainable practices, Deloitte helps organizations navigate the complexities of business transformation and optimize their operations across various sectors. The company emphasizes respect, inclusion, and diversity, ensuring a collaborative working environment that fosters growth and development for its employees.

10,000+ employees

Founded 1845

📋 Description

• Act as first point of contact for customers in arrears, delivering empathetic, solutions-driven support in line with FCA and Consumer Duty regulations. • Identifying and supporting vulnerable customers by applying appropriate forbearance strategies and escalation where required. • Offering specialised support for vulnerable customers and signposting. • Completing income and expenditure forms. • Negotiating sustainable repayment plans tailored to individual customer needs, balancing business objectives with fair outcomes. • Handling agreements with tailored plans like forbearance measures, breathing spaces, voluntary terminations/surrender and offset and payment plans. • Maintaining accurate records on CRM systems, ensuring compliance with regulatory and internal policy standards. • Collaborating across departments to ensure seamless case handovers and excellent customer experience. • Proactively escalating complex cases with clear recommendations to senior managers.

🎯 Requirements

• Previous collections experience • Knowledge of the TEXAS or other vulnerability models is desired. • Experience of speaking with vulnerable customers and signposting. • Experience offering specialised support for vulnerable customers • Experience completing income and expenditure forms.