Job Description

Your new role

To contribute to the company revenue by underwriting consumer and non-consumer applications referred through the registrations process. The role holder will work as part of a team to deliver an exceptional customer experience to our end users and internal stakeholders alike.

Key responsibilities:-

Business Referrals (B2B)

• Underwrite new business applications within approved sign off limit and in accordance with defined policy
• Action requests to alter credit parameters on existing B2B accounts
• Respond to Credit Referral related disputes and queries from customers and stakeholders
• Ensure timely delivery of all related B2B processes within agreed service levels / KPIs
• Establish and maintain
• Excellent relationships with stakeholders to ensure the right decisions are made for each business

Application Consumer Referrals (B2C)

• Underwrite new consumer applications where fraud flags exist in accordance with defined policy balancing the needs of the customer with the business risk.

• Action requests to alter credit parameters on existing B2C accounts
• Respond to Credit Referral related disputes and queries from customers and stakeholders
• Ensure timely delivery of all related B2C processes within agreed service levels / KPIs

Fraud processes

• Ensure all submissions to fraud related databases are completed accurately and within service level agreements
• Flag non-adherence to existing policy to the management team

Correspondence To respond to all customer correspondence relating to Credit file queries.

• To respond to all forms of customer correspondence from various sources within the agreed SLAs
• To comply with regulatory requirements
• Understanding all aspects of a customer's query and using excellent communication skills to ensure this is fully resolved.
• Influencing and diplomacy skills for dealing with possible irate customers.

Personal Targets

• Maintain an acceptable forced churn / Bad debt / offer rate as defined by the Credit Referral targets
• Achieve targets set pertaining to referral volume, processing times, and process adherence
• Deliver excellent customer service first time to ensure quality targets are achieved.

Personal Development

• Take responsibility for own development by reviewing available performance data, creating a suitable development plan alongside

Supervisor, proactively fulfilling any development needs and highlighting areas of development to Supervisor.

• Assist in the development of colleagues within Credit Referrals by sharing knowledge gained to maximise the effectiveness of the team and provide process improvement opportunities.

• Seek out development means using tools available to you (learning & development zone, peers, management team) to consistently improve. Stakeholder Engagement

• Engage with internal and external stakeholders to build relationships and encourage best practice across the business.

Key Challenges

• To establish credible relationships fast & to ensure that you are seen as a trusted advisor
• To embrace change
• To provide the correct referral decision to ensure a great customer experience and prevent escalations to management team
• To have a great understanding of credit strategies underpinning the Credit Referral processes

What you'll need to succeed
Previous collections or credit control experience is essential to the role as you will be working to tight timelines to process applications.

What you'll get in return
An attractive salary of £22920 for a 6 month contract.
 

Required Knowledge, Skills, and Abilities