Company Description

Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centred ambitions.

Job Description

We are looking for someone to join our Collections team in Solihull, with a starting salary of £23,500. This is a hybrid role where you’ll work 3 days from home and 2 days at our Solihull office, Monday-Friday 9-5. 

The Collections team is responsible for working with customers experiencing financial difficulties as well as customers or their representatives that have experienced a Repayment Event (Death or Long-Term Care of the last surviving customer)

Due to the sensitive nature of this role we are looking for  someone who has the ability  to build rapport quickly, ensure understanding, identify vulnerable indicators and treat customers with empathy, professionalism and understanding.

You will be expected to provide an accurate, compliant and timely service and carry out more complex customer transactions.

What you'll be doing:

• You will provide a level of service that ensures our customers’ expectations are met. The service will include sensitive and complex situations, which will need to be handled with empathy and sympathy as well as acting as a point of escalations for queries.
• You will accurately and effectively administer mortgage business to ensure we operate without our agreed service levels requirements.
• Maintain relationships with internal and external customers, which include customers, Attorneys, Executors and other third-party representatives.
• To collate and analyse all relevant information and to make informed decisions, which may include reference to the Line Manager, to protect all interest parties from fraudulent acts by conducting all transactions within approved financial limited and guidelines.
• Use appropriate customer feedback and data to improve working practices and highlight opportunities for improvement to the customer experience and deliver appropriate solutions.
• You will take ownership of your own development, ensuring the development of skills and knowledge, whilst undertaking training opportunities. You will keep up to date with legislative and industry requirements and mentor more junior members of the team.
• Treating Customers Fairly (TCF) – Ensure the customers/customer representatives are provided with relevant information at appropriate times throughout end of lifecycle processes relating to the customers obligations, available treatments and availability of independent advice.

Qualifications

• Minimum 5 GCSEs at grace C or above (must include Mathematics and English)

Knowledge:

• Computer literate in Microsoft Office
• Able to work well within a team environment
• Strong Verbal and Written Skills
• Good attention to detail.

Experience:

• Previous experience working in financial services preferred.
• Experience of working with direct customer interaction: either face to face or by phone.

Additional Information

The brand with the brolly is choosing today to change tomorrow.

Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands. 

We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.

We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.

At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.

Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?

Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.

We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.

We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.

We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.

So whoever you are, wherever you are, whatever your story, we'd love to hear from you.