Financial Support Specialist

Financial Support Specialist

Start date: 13th March 2023

Location: Manchester City Centre – Hybrid working available after training

Salary Range : £21,000 - £26,000

Hours: 35, 37.5 and 40- hour contracts available, (Monday-Friday working rotational shift patterns between 8am-6pm plus 2 in 4 Saturdays)

Benefits: 27 days holiday rising to 30 days plus bank holidays and an excellent range of benefits and you will receive enhanced pay (up to £823 per year) for working on a weekend.

Job Description:

.You will play an incredibly important role in supporting our customers facing challenging financial situations. You will listen to, empathise and empower our customers by providing tailored solutions or by signposting them to external support.

You will be supporting customers who are currently in financial difficulty, speaking to customers who are expecting to struggle in the future or helping customers who are struggling financially and are particularly vulnerable.

Full training will be provided and you will gain the opportunity to join a friendly and supportive team with a dedicated Team Leader on hand. Experience in a similar role dealing with vulnerable customers/financial difficulties would be advantageous.

Key accountabilities:

• Protecting and enhancing customer and company interests by using active questioning and listening techniques to determine customers financial and personal circumstances
• Identifying customer needs and responding to them, ensuring all relevant facts and information is gathered, to ensure the most appropriate outcome for the customer.
• Handling each call in a professional manner and having the ability to show empathy and sympathy as required
• Identifying and supporting our vulnerable customers and providing an empathetic approach to their sensitive and unique situations. Working with them to reach a mutually acceptable solution utilising appropriate guidance provided
• Negotiating affordable re-payment plans
• Using negotiation and persuasion skills to gain customer commitment
• Ensuring that all interactions with customers are recorded and updated accordingly on the relevant system, adhering to all relevant processes and procedures, to enable accurate and factual data and to make sure our customer’s information is protected at all times.
• Delivering exceptional customer service through every customer interaction utilising specialist knowledge, skills and experience to deliver industry leading customer outcomes (full training provided)
• Supporting the team by providing help, guidance and feedback to others, sharing best practice and seeking out opportunities for continuous improvement.
• Complying with regulatory and company policies at all times

Knowledge, skills and experience required:

• A resilient and unwavering customer focus, with the ability to handle queries of a sensitive and challenging nature.
• Ability to communicate information clearly, concisely and accurately, typically verbally, but also written
• Positive and enthusiastic approach
• Strong interpersonal skills and an excellent telephone manner
• Good problem solving and analytical skills
• Empathetic nature
• Emotional Resilience

Why join The Co-operative Bank:

2023 is an exciting time to join The Co-operative Bank as we continue our journey of growth. The original Ethical bank, formed in 1872, we are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with us.

What's on Offer?

• 27 days holiday at start, rising to 30 days plus bank holidays
• Annual bonus
• Competitive pension / income protection / life assurance
• 2 paid days for volunteering per year
• Positive working environment in contemporary offices
• Strong career path within Financial Services
• Family friendly policies and supportive working environment
• Recognition scheme and a culture in which we celebrate success
• Colleague network groups committed to inclusion and diversity within our Bank.

If you require more information or this document in a different format, please contact our careers team.

Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected. We are a Disability Confident Employer.

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.

Job Types: Full-time, Permanent

Salary: £21,000.00-£26,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Referral programme

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Work Location: Hybrid remote in Manchester, M4 4BE

Application deadline: 10/02/2023
Expected start date: 13/03/2023