Customer Debt Advocate

Job Title: Customer Debt Advocate

Location: Based in Ipswich

Salary: Confirmed on application

Benefits:

• Company Pension Scheme
• Private Medical Insurance (if applicable)
• Voluntary additional life cover
• Critical Illness Cover
• Dental Insurance
• Medical Cash Plan
• Health Screening
• Motor Breakdown Cover
• Cycle to work scheme
• Retail Vouchers
• Season Ticket Loans

About the role of Customer Debt Advocate

Working for a leading mortgage & loan servicing business, our client is setting up a new department, to specifically provide support to borrowers experiencing financial difficulty.

The purpose of the Customer Advocate is to ensure empathy and support is provided throughout the customer journey, to obtain an outcome that is suitable, understood, and affordable in the long term.

We are not looking for collectors for this type of hire but individuals who have worked with vulnerable customers, can demonstrate empathy skills and the ability to manage the customer journey to get the best possible outcomes.

A change in someone’s personal circumstances can often have an impact on their finances.

This can lead to financial hardship which for many is an overwhelming experience.

Customers need to know what support is available to them both from their lender and other external organisations to help minimise the impact on their financial wellbeing and support them towards an affordable future.

Our client wants to make sure that they reduce the impact of any financial distress by making it easier for customers to contact us and know that they are supported by their own Customer Advocate, who will take the time to actively listen and understand their full circumstances and then act on their behalf to get the best outcome.

Responsibilities and experience required for the role of Customer Debt Advocate

• Liaise with vulnerable customers experiencing financial difficulty to understand their current circumstances and understand the level of their arrears.
• Be the conduit between the collections/litigation’s teams and the customer
• Always act on the behalf of and always in the interest of the customer rather
• Develop supportive relationships with customers requiring support

Experience required for the position of Customer Debt Advocate

• Experienced in the debt advice/support sector
• Calm and empathetic phone manner, ability to explain things clearly to customers
• Strong emotional resilience
• Handle challenging conversations
• Positive, reliable, and flexible approach to customer relationships
• Experience in providing information and advocacy to vulnerable client groups
• Emotionally intelligent – able to identify complex sensitive issues
• Act as the voice of the customer in relation to customer journeys and outcomes
• Understanding of external information and advice and guidance available to support i.e., signposting
• Non-judgemental approach to dealing with customers in difficult circumstances
• Able to relate to diverse range of people and challenges
• Distill required information in the best way suitable for each customer to ensure understanding
• Capture comprehensive details around borrower circumstances
• Record accurate notes

For more information regarding the role of Customer Debt Advocate please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days