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Job ID7115BR
Job TitleCustomer Account Manager-West Newcastle
Position TypePermanent
Work LocationN/A
LocationNewcastle West
About the Role

We have 159 exciting vacancies across the UK & NI for a new role we have created, known as a Customer Account Manager we are looking for the right people to provide a best in class customer experience through providing outstanding customer service at all times. You will be required to visit and call customers in arrears or those who are struggling with repayment at their homes in line with their desired timeframe, as directed by the Company's routing technology.
You will offer and provide forbearance to existing customers and find a suitable outcome to assist them in managing their loans as well as operating at all times in accordance with the Company's policies, procedures and processes, including SOP. You will be representing the Company, embodying our vision of 'œLending a Helping Hand When Others Don't'

In this role we require you to visit customers at their own homes and where appropriate conduct an Income and Expenditure assessment, you will be effectively managing arrears accounts and ensure contact is made with customers in line with the appropriate contact strategy, you will accept repayments where required as part of the arrears process ensuring all customer records are up to date and accurate at all times completing the required standard administrative procedures to ensure all money is banked, balanced and accounted for using the company applications.
You will be Identifying signs / triggers indicating a vulnerable or potentially vulnerable customer and refer to specialist teams as required by the SOPs, Identify signs / triggers indicating the need or potential need for breathing space and refer to specialist teams, Identify any risk / fraud potential and communicate as appropriate to Regional Account Manager, MLRO and Risk, in line with SOPs.
You will be responsible for the security of customer and company data as well as the security of company property used in the CAM role. You will keep up to date with any new / amended processes, procedures or regulatory changes that impact the Company and learn information about new products and initiatives, following instructions from the Company at all times ensuring all internal communications are read, understood, adhered to and acknowledged. Clarity must be sought where needed to aid understanding and complying at all times with compliance, training and company procedures, as set out in the SOPs.
You will attend meetings with your line manager to review your own and company performance, training, compliance with legislation / regulations, SOPS, KPI's, company policies, procedures or any other matters as well as attending other meetings that may take place from time to time to discuss Company performance, training, and other matters

Skills and Experience
The right person will have Basic IT skills and familiarity with IOS/Android systems, ability to drive / travel within a designated area as determined by the Company. You will need to work on a mobile basis to standard shift patterns.
We require you to have Literacy and Numeracy Skills as well as good Interpersonal skills in particular Communication and Customer Service skills as well as having effective Questioning and Listening Skills

You must be over the age of 18 with a Full UK Driving Licence

In return we will offer you a basic salary of £28,000 plus Bonus, company car, pension, and 25 days holiday. You will also receive full training with our exciting new induction course and you will have plenty of support and advice from your Regional Account Manager

Equality, Diversity & Inclusion (EDI)

Provident is one of a select group of forward thinking organisations that have signed up for the National Equality Standard (NES). The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace. The NES adopts a pragmatic & holistic approach to EDI and achieving it will enable Provident to showcase our business as leaders in this field.