Payment Advisor

Are you a dynamic, results-driven professional with a passion for delivering exceptional customer service?

Join a national leader in motor finance and become an integral part of our high-performing Payment Support Team. This is a fast-paced, challenging role where exceeding targets and delivering outstanding outcomes for customers is the norm.

About Us

We pride ourselves on providing innovative motor finance solutions and unparalleled customer care. With over 50 years of industry expertise, we’re looking for exceptional individuals who thrive in a busy, results-oriented environment to help us continue delivering excellence.

About the Role

As a Borrowers in Financial Difficulties (BIFD) Agent, you’ll support customers experiencing financial difficulty and who have fallen behind on their motor finance payments. Your ability to understand individual circumstances, deliver tailored solutions, and consistently meet or exceed performance targets will be key to your success.

Key Responsibilities

Customer Service Excellence: Provide first-class support across inbound/outbound calls, emails, web chats, and other correspondence, ensuring a seamless experience.

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Problem-Solving: Assist customers in financial difficulty, offering fair and appropriate solutions tailored to their needs.

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Compliance & Professionalism: Issue regulatory notices and adhere to internal policies, including the Payment Support Manual and Customer Treatment Framework, in line with FCA guidelines and New Consumer Duty standards.

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Team Collaboration: Thrive in a fast-paced team environment, consistently achieving service level KPIs and exceeding targets.

What We’re Looking For

We’re seeking a high-performing professional who thrives under pressure and consistently goes above and beyond in a challenging yet rewarding role.

Essential Skills & Experience

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Proven High Performance: Success in a regulated collections or customer service environment, with a strong track record of meeting and surpassing objectives.

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Target-Oriented: A results-driven mindset with experience exceeding KPIs.

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Adaptability: Open to change and new ideas in a fast-evolving environment.

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Technical Skills: Proficiency with Microsoft Word, Excel, and other key systems.

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Attention to Detail: A meticulous and diligent approach to all aspects of your work.

Why Join Us?

We believe in recognising and rewarding talent. Here’s what we offer:

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Flexible working: Hybrid model to support your work-life balance.

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Competitive benefits: 25 days holiday plus bank holidays, private healthcare, and pension scheme.

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Career growth: Be part of an exciting transformation journey and play a key role in shaping the future.

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Well-being focus: Access to an Employee Assistance Program (EAP) and wellness initiatives.

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Engaged culture: Regular engagement events and a supportive, collaborative environment