Collections & Recoveries Assistant


  • sd/cra
  • South Wales

Our client, a large Legal firm in Cardiff are looking for a Call Handler to deal with Collections and Recoveries on behalf of their high profile clients


Key responsibilities:

Our Litigation and dispute management team involves working with UK's top financial institutions and insurers. Our client base includes leading banks, building societies, insurance companies, self-insured organisations in private and public sectors, insurance brokers and major plcs. We are looking for a Legal Assistant to work in the Mortgage Enforcement team. 

The Legal Assistant will be reporting into the Section Manager and the successful candidate will engage with customers and/or their representatives during the mortgage litigation process with the aim of providing affordable and sustainable solutions to mortgage arrears. Their other responsibilities include: 
• Engaging with customers who are experiencing difficulties in making their mortgage repayments on behalf of clients who have commenced litigation action 
• Negotiating arrears solutions ensuring customers individual needs are taken into account but that also comply to clients mandates. 
• Accurately collecting information from customers by using appropriate probing techniques, to understand the true financial position. 
• Accurately recording the call outcome on both client and firm systems. 
• Comply with internal and client specific call handling procedures and mandates and the regulatory principles of Treating Customers Fairly (TCF)

Skills and experience:

Experience in a customer service role with call handling experience is essential. 
• Previous experience working in a financial services organisation would be advantageous. 
• Ability to deliver high levels of customer service and an ability to empathise with customer needs. 
• Ability to interpret policy/mandates to meet individual customer circumstances. 
• Excellent communicator and negotiator. 
• An understanding of TCF and FCA regulations. 
• Strong attention to detail. 
• Ability to work independently


Key competencies:

You must be able to work effectively under pressure in order to meet deadlines, have excellent organisational skills and good attention to detail. Professional communication skills are prerequisite. 


This role carries a salary of £19000 and hours of work are 9am to 5pm Monday to Friday