Account Management Advisor

My client is currently looking to recruit an Account Management Advisor:

Role Summary

• To deal with inbound and outbound calls from clients who have failed to meet the level of contributions expected
• To obtain all the relevant information and identify a solution that is appropriate for the client
• To examine cases to identify arrears and negotiate a suitable plan for repayment
• To manage all incoming correspondence – email, letter, text and fax. •

Key Responsibilities
• To demonstrate company values and behaviours
• Liaise with clients regarding payments
• To provide empathy, support and guidance to each client
• Analysis financial information and discuss in clear and concise manner
• To work with our Information Management System to record and analyse information
• To gather detailed information that is relevant to the client’s situation.
• To confidently discuss the impact of the clients situation on their IVA
• To explain the benefits and practicalities of the solutions most appropriate to that client
• To investigate and reply to all incoming correspondence in a timely manner
• To adhere to Data Protection and Money Laundering Acts
• Any other duties as required.

Specific Skills & Experience

Essential

• The successful candidate will be a strong communicator with a polite and confident telephone manner
• Ability to listen carefully to callers, question and probe effectively for the accurate personal and financial information required.
• Excellent communication skills both verbal and written
• Candidate must have a non judgemental and empathic attitude
• Be flexible, open and have the ability to adapt to change
• Effective questioning skills and ability to negotiate payments
• Ability to build relationships with other departments
• Candidate should enjoy working as part of a team as well as being self motivating
• Enthusiastic, positive and “can do” attitude to work
• The ability to work to internal Service Level Agreement’s and individual targets
• The desire to improve personal knowledge of Insolvency
• To monitor and evaluate own performance, identify areas for improvement
• Flexible approach to working practices and shifts

Desirable

• Experience of working within a outbound telephony environment
• IT skills – MS Excel, MS Word

Please note that you will need to meet the essential criteria for this role to be successfully shortlisted.
Hours of Work
Our operating hours are between 8:00am and 08:00pm. Our standard contracted hours are 37.5 hours for full time however for this role there is an expectation for overtime to meet the needs of the business.

This role will include working shifts which operate on the following basis*.

Working hours between 9am-8pm – 3 late shifts per week and no weekend work

*Please note that there is an expectation for you to be flexible and although the standard hours are detailed above, these could change in accordance with business needs, in which case you will be informed in advance.