Customer Support and Collections Associate

Job description

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don't tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.Join the Close Brothers Asset Finance (CBAF) Team where you will assist our customers in financial difficulty, providing appropriate support and operating within your designated authority. This includes identifying tailored and effective collections and recovery strategies for our customers, whilst maintaining compliance with relevant internal and external regulatory expectations.You will need to develop a deep understanding of CBAF businesses, products and processes. You'll use your exceptional interpersonal skills to deliver good customer outcomes ensuring alignment to divisional objectives. An inquisitive nature, strong initiative, problem solving skills and a customer-first approach are key to success in this role.While this role is be advertised in Glasgow, we are open to someone working from either our Hessle, Manchester or Glasgow offices.Responsibilities Customer: Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategiesConfidentially and empathetically communicate with customers through channels including telephone, post and emailUnderstand customer circumstances through appropriate techniques, including structured questioning and use of income and expenditure analysisProvide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisionsIdentify and respond to customer vulnerability ensuring an appropriate level of care, seeking additional support where needed.Apply the CBAF Collections and Recoveries Standards, and associated procedures, to all customer dealingsIdentify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation processEscalate complex queries or situations that cannot be resolved at first instanceIdentify improvements to enhance customer and/or Bank outcomesEnsure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards requiredWE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE: Prior experience in collections/recoveries in relation to lending productsExperience with vulnerable customersExceptional communication and interpersonal skillsExcellent analytical skills, with the ability to assess customer circumstances and identify appropriate strategies, applying judgement and decision making skillsThe ability to demonstrate emotional intelligence, resilience and empathyStrong teamwork skills, able to collaborate effectively while maintaining individual workload in a fast paced environmentIT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE/CAN: Deliver excellent customer service via previous customer facing roles with excellent and professional telephony skillsKnowledge of collections and recoveries regulatory requirements and industry standardsProficiency in Alfa Financial SoftwareWe are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at recruit.ssc@closebrothers.com or request a call back.About Us At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careersTo find out more about life at Close Brothers: https://www.closebrothers.com/life-close-brothers#374017299-899295541To find out more about our benefits: https://www.closebrothers.com/employee-benefitsTo find out more about our commitment to creating an inclusive environment: Our Responsibility - Diversity and inclusion ¦ Close Brothers Group

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Extra information

Status

Open

Education Level

Secondary School

Location

Glasgow

Type of Contract

Full-time jobs

Published at

03-04-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English