Location: ChesterDepartment: CFSTerms: PermanentPosition type: Full-time/part-timeJob code: C065Reporting to: CFS Team LeaderSalary – £23,400-£33,000About SMFSpecialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.Established in 2014, SMF have built up a reputation for providing a strong product range, offering quick decisions through the application process and a collaborative approach to working with our customersthroughout the life of their agreement.About the roleTo communicate with customers who have failed to meet their contractual payments towards their Hire Purchase agreement. Assessing each customer’s circumstance on a case-by-case basis to ensure the right outcome is achieved and where possible and affordable, negotiate a payment or an arrangement to bring the customers agreement up to date as soon as possible.Key responsibilitiesCommunicate with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their agreement up to date.Ensure that all customer agreements are reviewed thoroughly to understand the customer’s situation, making sure that all previous agreement notes are checked for previous customer communications and arrangements in place.Review arrears repayment plans on a regular basis to ensure they remain in line with the customer’s circumstances.Identify, recognize and work with customers whose circumstances are often vulnerable.Communicate with our customers both verbally and in writing in a clear, fair and not misleading way.Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved.Where applicable signpost customers to relevant non-for-profit organizations for support and adviceSupport colleagues and the department to ensure all department aims are achieved.Work towards achieving daily and monthly targets both individually and as a team.Deliver outstanding customer service at all times in line with our vulnerable customers and debt collections policies and procedures.Conduct all tasks in line with regulatory rules and expectations and in particular consumer duty and treat customers fairly.Carry out additional tasks where reasonably expected.Liaise from time to time with 3rd parties in relation to the management of the customer’s account.Raise any procedural, departmental risks and concerns in line with company process and escalation routes.Candidate requirementsThe successful candidate will be required at all times to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role at Specialist Motor Finance. These rules include:You must act with integrity.You must act with due skill, care and diligence.You must be open and cooperative with the FCA, the PRA and other regulators.You must pay due regards to the interests of customers and treat them fairly.You must observe proper standards of market conduct.You must act to deliver good outcomes for retail customers.

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