Customer Support Consultant - Arrears (12m FTC)

BELONG. There’s no place like Principality. 

Our home is your home. So, when you decide to join the team, we’ll go further to bring you the warmest of welcomes. From a friendly and inviting environment to a flexible benefit package designed around you – when it comes to belonging, there really is no place like Principality. We keep it flexible wherever possible; we encourage you to look after yourself; we do our bit in the communities we serve and support you in doing the same, and we promise to get better together.  

Some reasons you may want to consider working with us; we have an award-winning flexible/hybrid working policy, we’re a 2022 winner of UK Best Large Workplaces for Women, we have a newly refurbished hi-tech office in the centre of Cardiff designed around colleague feedback, we ranked number 6 for wellbeing in 2022,  we have an extensive financial and well-being benefits package ‘’Belong’’ designed to put our people first, we have consistent colleague engagement scores of over 85% and a caring community of supportive Networks. But that’s not all, discover why there’s really no place like Principality; https://www.principality.co.uk/careers 

As a Customer Support Consultant working in the arrears department of Principality Building Society, you will be part of a friendly team delivering outstanding service to our customers.  

Our Customer Support Consultants work closely with customers who are in early arrears to help bring their accounts back into good health, agreeing repayments that are affordable and sustainable.

They do this by taking the time to understand the customer’s individual situation, showing empathy and respect, and providing fair outcomes and positive experiences all times.

The successful candidate will need to be able to manage challenging conversations with vulnerable customers and those in financial difficulty, taking care to identify the most effective solution to help them through that journey.

Responsibilities will include:

• Be responsible for ensuring interactions with customers, mainly by telephone but also written and deliver consistent fair outcomes. This will be achieved by fully understanding customer’s individual circumstances through fact finding, completing a budget planner, providing an appropriate level of support and implementing forbearance where suitable

• To identify indications of potential or actual vulnerability and financial difficulty by using soft skills to encourage and reassure good customer interaction.
• Provide a stand out service to customers, ensuring the fair treatment in all aspects of the role.

• Be able to hold challenging conversations regarding the legal recovery of outstanding mortgage arrears, as well as explaining the mortgage enforcement process (repossession) to customers experiencing this, as a last resort.

What we are looking for:

• Someone who is enthusiastic, ambitious and customer focussed, ideally with experience in a collections-based role.
• A Customer service background dealing with customers over the phone
• Ability to display empathy and treat our customers with respect
• Numeracy and literacy
• A working knowledge of Microsoft Office packages (Word, Outlook and Excel)

If you have any questions in relation to this role, please contact the recruitment team - recruitment@principality.co.uk.

‘’We are passionate about creating an inclusive workplace where diversity is celebrated and where colleagues feel a sense of belonging’’ Daniel Priest, Inclusion Manager. But don’t just take our word for it, see what our colleagues say about working here too; Careers (principality.co.uk)