GradeB End DateThursday 23 December 2021 Salary Range£18,783 - £20,870 We support agile working – click here for more information on agile working options. Agile Working OptionsOther Agile Working Arrangements / Open to Discussion Job Description SummaryAn exciting opportunity to join a growing team within Black Horse Customer FinancialAssistance, where we put our customers interests at the heart of everything we do, gettingcustomers back to financial health. Horse is the UK’s leading provider of motor and leisurefinance. We support 5,000 motor dealers and last year alone helped over 200,000 customers withpoint-of-sale motor finance for cars, motorbikes, caravans and motorhomes. Our customers are thosewho find themselves in financial difficulties, which is why our teams play a vital role inlistening and understanding our customers individual circumstances and agreeing a fairsolution.Black Horse Customer Financial Assistance consultants in our Asset Management Team specialise insupporting our customers in situations of vehicle returns and recoveries. A successful candidatewill be highly motivated, takes pride in their work and is committed to delivering a range oftreatments to help our customers back to financial health and as quickly as possible, which caninvolve the decision to recover their vehicle.The role is based in a fast-paced contact centre responsible for telephony-based customer contact,both inbound and outbound, supporting customers with elected vehicle returns as well as dealingwith the enforcement of our agreement through the recovery of motor and leisure products. Keenlistening skills, oral and written communication skills as well as attention to detail are key inthis role to deliver the right solution for our customers.You will be responsible for working with customers experiencing a range of circumstances where youwill need to execute sound judgement & and decision making to reach a fair outcome and in-line withregulations, policy, and procedures. Job Description Want to know more? Working in a fast passed contact centre environment, you will answer calls from our customers relating to vehicle returns and recovery. As a Customer Financial Assistance consultant, you will have empathetic conversations with our customers; listening and understanding their individual circumstances and needs. To be successful, having good oral and written communication and listening skills, as well as listening and attentions to detail and the ability to use your judgement and apply the right decision is key. Providing this direct support for our customers ensures we put their needs first and adds value to both the customer and colleague experiences. This role will require office-based working in one of our offices in Edinburgh or Cardiff. Here's a snapshot of what we’re looking for in you: You will be able to demonstrate customer service experience. Motor industry experience would be great but not essential imperative. You will need to be hard working with a great attention to detail, while being able to adapt to change at pace. -Colleagues must demonstrate empathy and the ability to undertake a meaningful conversation with our customers through customer centric activities to facilitate fair customer outcomes. -Build a good rapport with our customers to deepen/develop the customer relationship, recognising and responding to customer vulnerability. -Conduct customer interactions, ensuring a full understanding of individual customer circumstances, and using considered judgement and decision-making skills to propose a fair solution. -Make decisions considering risk to the bank and impact to the customer with guidance & and advice where required. -Handle customer calls in an effective manner, providing the highest level of service by aiming to meet the needs of our customers and the requirements of Black Horse Customer Financial Assistance. -Respond efficiently to a range of customer enquiries and concerns ensuring that information provided is clearly understood and escalating issues where appropriate. -Ensure processes are completed to the highest standard, challenging and escalating when process/policies cause any unintended consequences to both the customer and/or the bank. -Focus on excellent customer service whilst delivering against defined business objectives. -Ensure all details entered onto the system are accurate and meet the required quality standards. -Ensure all legislative regulatory requirements are adhered to through compliance, training, competency scheme & business standards. -Identify & suggest improvements to new & existing processes, procedures & systems . -Positive attitude to change, and develop own skills to meet the changing customer, business and financial environmental needs. -Understanding key processes, such as manual account reviews and ad-hoc tasks to support and using considered judgement and decision-making skills to deliver a fair solution. What support will I get and how will my career grow? We’ll provide full training, giving you the tools and knowledge, you need to support our customers. Our opening hours are Monday-Friday between 08:00-19:00 and Saturday 09:00-13:00, with shift patterns worked by colleagues on a rotational basis (35-hour week). We recognise that to attract the right people we need to be flexible and therefore we encourage applications from candidates who may require flexible working arrangements. We have a truly inclusive culture and greatly value the diversity of thought to help continuously drive us forward. Our culture is more than just a statement – It's what we believe, value, and how we behave. We are proud of the culture we’re building. The colleague benefit package, which is part of the Total Reward, is varied and can be tailored to suit your lifestyle. You’ll benefit from a wide selection of options that fit your individual needs, including a host of flexible benefits, private healthcare, colleague share schemes, pension schemes – and you can even choose to buy or sell your holiday allowance. At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. 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. This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.