Collections Advisor

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Collections Advisor

Salary of £27,000

From time to time, our customers have trouble making payments on their credit card account. This might be due to health issues, job loss or even a deeper vulnerability.

As a member of our Collections Team, you’ll be there to help and support our customers in the best possible way.

Using empathy and strong communication skills, you’ll provide exceptional customer service and educate customers on next steps or signposting for further support. Every customer will have different circumstances so you’ll manage each individual situation to help find a suitable outcome for them.

What you’ll do

1. Remain customer focused and put them at the centre of every decision.
2. You’ll get to grips with customers’ financial situations, figuring out their budget and helping them understand what payments are affordable for them.
3. Use your judgement when assessing the right outcome for the customer.
4. Help our customers understand complex information by explaining it in clear terms.
5. Support our customers through a range of challenging and sensitive situations taking into account any vulnerabilities.
6. You’ll signpost customers to wider support that might be suitable for them, like debt charities or wellbeing organisations.

What we’re looking for

1. A natural problem solver focused on getting the right outcomes for our customers.
2. Resilience is key! This job can be difficult at times, particularly when dealing with sensitive situations.
3. A team player that acts with integrity and treats our customers and associates with respect.
4. We’d love it if you have first-hand experience within the Finance Industry - but this isn’t a deal breaker!
5. A great communicator.
6. A passion for giving the best advice to every customer you speak to through empathy and advocacy.

Where and how you'll work

At Capital One, we invest in your training and development. We recognise that a 'one size fits all' approach to learning is not always the best. We have developed a blended learning and support programme involving in-person, remote and self-learning.

During your training, your working hours will be 09:00 to 17:30 Monday to Friday.

Once you have completed training you’ll move onto the following rotating shift pattern:

Monday to Friday:

• 9:00 to 17:30
• 10:00 to 18:30
• 11:30 to 20:00

Weekends:

You’ll also work every Saturday (on a shift between the hours of 8:00-17:00), but you’ll get Sundays off and an additional set day off during the week.

Please note, that the above shift times can vary. Our Collections department is open from 8am-8pm Monday to Friday and 8am-5pm on a Saturday.

Once you have successfully completed your training, you will transition to predominantly working from home, however, you will be required to come into the office for a day every 2 weeks for team building and collaboration.

What’s in it for you

1. We offer high performers strong and diverse career progression.
2. Immediate access to our core benefits including pension scheme, generous holiday entitlement and private medical insurance.
3. Open-plan workspaces and accessible facilities designed to inspire and support you.

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do.

If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com. All information will be kept confidential.

Capital One is committed to diversity in the workplace.