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    Personal Loan Customer Relationship Manager

  • Job type: Permanent
  • Sector: Customer Service
  • Location: Blackpool, Lancashire
  • Salary: Up to £18000 per annum
  • Date posted: 28/02/2019
  • Job reference: 38468_1551347142

Do you want to work for an extremely successful Financial Services Company who rewards its employees with numerous benefits and who provides on-going training?

My clients are currently recruiting and have a vacancy for a Personal Loan Customer Relationship Manager to take responsibility for all customer contact once they have received their funds, managing and maintaining customers accounts, achieve company KPI's as set and ensuring working with all regulatory guidelines, policies and procedures.

The responsibilities will include:

Completing monthly 121's providing constructive feedback to learning & working through own PDP's.

Completing CRM Function checklist actions in line with My QS

Daily and weekly Review of relevant MI reports and agreeing/setting actions and plans on the back of the MI review with team leader and when required.

Completing accurate projections for the Team Leader and weekly projection reviews with team manager

Attend Monthly/weekly Side by side coaching and training in line with the T&C scheme.

Specific Review of arrears accounts and then effectively providing solutions in line with the collections policy.

Contact customers in line with the collections contract strategy.

Ensure all workflows are completed and cleared daily

Maintaining accurate customer records, ensuring new information is updated accordingly.

Ensuring payment dates are set correctly and in line with a customers due date.

Working with third parties in line with the collections process.

1st Line of defence call listening, continued call listening /observations looking for opportunities to upskill the team while conducting live coaching scenarios.

Adherence of Vulnerable customer policy and process

Attending call collaboration workshops with Audit and Compliance when requested

Managing and actioning Complaints in line with complaints policy guidelines working with the team leader.

To be considered for this role:

1+years' collections experience working in a collections/financial services/FCA regulated environment essential or similar experience

NVQ or similar qualifications or qualified by experience in the industry.

Confident, proactive and the ability to work under pressure and to tight deadlines.

Fully up to date and a detailed knowledge and understanding of FCA regulations.

Previous experience of working in a performance driven and coaching culture.

Previous experience of working in a team environment and delivering results.

Exceptional written and oral communication skills, Strong computer literacy and word processing skills

Good organisational and time management skills.

The ability to work on your own initiative and set actions based on monthly goals

Good team building skills and ability to motivate and support the team when required.

Ability to effectively coach and provide constructive feedback and recognise coaching opportunities.

Good Attention to detail and a understanding of how to interpret management information reports to deliver performance.

Flexibility and adaptability to manage a range of different tasks and to work extra hours to meet deadlines.

The capacity to prioritise tasks and work under pressure and adapt to changing environments.

If you are interested in this role and have the relevant experience, please submit your CV to Tracy Bolan at

At Clayton Recruitment we passionately believe your talent matters, so we specialise in recruiting the best talent and connecting this to your opportunities. Based in the North West, our pedigree and service levels give those looking to make a move a refreshingly different recruitment experience. You will work with experienced professionals, dedicated to your success. Take a look at our web site for our latest blogs and news and to keep up to date with current vacancies.

Clayton Group is acting as an Employment Agency in relation to this vacancy.

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