Senior Collections Coordinator

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Senior Collections Co-ordinator

Swindon Hybrid

We're Arval BNP Paribas we're a global leader in vehicle leasing and the fourth largest leasing company in the UK. Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people who we call Journey Makers.

Culturally, we're a friendly bunch more human than corporate and we serve a diverse customer base. From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles whatever our customers' mobility needs, we have a solution to offer.

About the role

Working in a small and supportive team, you'll be helping customers to manage their arrears and support the team with any queries. You will deal with some of the more complex cases and escalated queries that will utilise your skill and experience.

Customers can fall into arrears for many reasons it could be as straightforward as a failed direct debit, an ongoing complaint, or a change in financial circumstances. Whatever the reason, your purpose will be to provide reassurance, show empathy and compassion, and use your great listening and problem-solving skills to support the customer and agree the best way forward. One of the most important aspects of this role is the quality of the conversations you have with customers to ensure that we're always delivering good customer outcomes.

In addition to the above, some of your key responsibilities will include:

• Ensuring any complaints, issues, or disputes are taken into account when customers are in arrears

• Be able to communicate complex matters with ease and simplicity
• Support members of the team with calls and training.
• Processing payments and direct debit instructions by email and over the phone

• Reviewing and updating customer account records
• Identifying vulnerable customers, and ensuring we put the right support in place
• Working with customers to assess affordability

• Deal with escalated issues where required and manage complex scenarios

What we're looking for

You're compassionate, empathetic, and have a strong desire to help people. You feel strongly that every customer deserves to be treated with care regardless of their circumstances. You enjoy a role with plenty of variety and are comfortable splitting your time between phone conversations and administrative tasks.

You'll also be able to demonstrate:

• Excellent written and verbal communication skills
• Good telephone manner
• Strong listening skills with the ability to put people at ease
• Good IT skills, with knowledge of Excel and confidence when learning to use new systems
• You're a team player with a can-do attitude

The package

We offer a basic starting salary of up to £32,000, plus a bonus of up to £1,100. We also offer 25 days holiday as standard, plus bank holidays,an extra day off for your birthday, and the option to purchase an additional 5 days.

We also provide a comprehensive benefits package, including:

• Private medical cover, including a digital GP service
• Company pension with up to 10% employer contribution
• Discounts on our products and services and discounts in many high street brands
• 2 paid volunteering days every year
• Free on-site gym
• Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
• Plus, a range of flexible benefits to suit your lifestyle

Ready to make a difference?

Sound interesting? Reach out to Darren Cummins for an overview, then come back here to submit your application. From there, a member of our Talent Acquisition team will review your CV.

We're passionate about being a consciously inclusive employer, with a strong Speak Up culture. We're also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all.

Interview process

• Telephone interview our Talent Acquisition team
• 1-hour competency-based interview

If you're not shortlisted, we'll still let you know the outcome of your application.

What are you waiting for? Apply today and we'll be in touch.