Collections Advisor - Specialist Lending - Up to GBP33k

Job Title: Customer Account Executive
Location: South Manchester, UK (Conveniently located near train station)
Working Hours: Monday to Friday, 09:00 - 17:30 (37.5 hours per week)
Salary: Competitive salary, plus discretionary annual bonus

About Us We specialize in providing bridging finance solutions for residential, semi-commercial, and commercial properties. We focus on offering personalized, flexible financial products to meet our clients unique needs. Our business is expanding across the UK, with ambitious goals to increase our loan book to GBP250m, lending an average of GBP25m monthly to brokers, investors, and property companies.

Our Vision We are committed to creating a progressive culture that prioritizes people, strong values, and relationships, driving our continued growth and disrupting the traditional finance industry.

Role Overview We are seeking a Customer Account Executive to support our clients throughout the lifecycle of their loans. In this customer-focused role, you will work to ensure positive experiences for clients, even in challenging situations. Whether it s a straightforward case or a complex issue, your goal is to deliver the best possible outcome for each loan.
Key Responsibilities:

• Customer Engagement: Guide and assist clients throughout the duration of their loans, ensuring their needs are met and their experience remains positive.
• Account Management: Actively manage client accounts, particularly those in arrears, ensuring timely resolutions and adherence to internal procedures.
• Problem Resolution: Navigate and resolve complex cases effectively, finding the best path forward for both the customer and the business.
• Collaboration: Build and nurture relationships with internal teams, third-party suppliers, and clients to enhance the customer experience.
• Commercial Focus: Make decisions that benefit both the customer and the business, maintaining a balanced approach to problem-solving.
• Proactive Recommendations: Identify solutions for difficult accounts and collaborate with your Team Leader for approval and direction.
• Ongoing Development: Engage in continuous learning and development to fully understand our processes, improving your ability to serve our clients.

Skills & Experience: We re looking for a driven and service-oriented individual with the following skills:

• Required:
  
  • Previous experience in property or collections is advantageous but not essential.
  • Proficient in using IT systems and tools.
  • GCSE-level qualifications in English and Maths.
• Preferred:
  
  • Ability to build rapport quickly and easily with clients and third-party partners.
  • Excellent verbal and written communication skills.
  • Strong commercial awareness, with a focus on achieving positive outcomes.
  • Empathy and a customer-first approach, without being overly sympathetic.
  • A curious mindset with the ability to ask insightful questions and solve problems effectively.

Key Milestones: In the First 3 Months:

• Complete your induction and demonstrate a strong understanding of our services and processes.
• Establish relationships with clients in your portfolio and introduce yourself to each of them.
• Categorize and prioritize accounts based on our contact strategy.
• Build relationships with third-party suppliers and internal teams.

In the First 12 Months:

• Effectively manage accounts in arrears and take them through to resolution.
• Propose actionable solutions for problem loans and receive routine approval from your Team Leader.

Employee Benefits:

• 24 days of annual leave, plus bank holidays (increasing to 25 days after 1 year of service).
• Enjoy your birthday off, plus a "Give Back" day for important life events (e.g., school drop-offs, nativity plays).
• Easy access to public transport with the office located near a train station.
• 24/7 colleague assistance helpline.
• Health cash plan to help with medical expenses.
• Social events and team-building activities.