Grade
CEnd Date
Tuesday 01 February 2022Salary Range
£22,950 - £25,500We support agile working – click here for more information on agile working options.
Agile Working Options
Other Agile Working Arrangements / Open to DiscussionJob Description Summary
At Lloyds Banking Group, we have a clear purpose; to help Britain prosper and to become the best bank for our customers. What we do makes a genuine difference to families, businesses and communities, and we're playing a central role in building a growing UK economy.Our brands, our services and our business span every aspect of banking and finance, including some of the biggest names on the UK's high streets. That gives us a big responsibility to support the UK economy, and we have a clear strategy to put customers first - and achieve our vision of becoming the best bank for customers.
Motor Finance & Leasing is a key part of Retail Bank, the largest division in Lloyds Banking Group. We help our customers by fulfilling their mobility needs through both the Lex Autolease and Black Horse brands. We strive to deliver customer service excellence that responds to constantly evolving customer needs.
Job Description
An exciting opportunity in a fast-paced department. As a Senior Credit Controller, you will provide coaching to and deliver interactive training across the department. The LA Customer Financial Assistance team supports customers with their account needs and assistance to customers in financial difficulty. This role is key to ensuring the team are competent in line our T&C scheme and providing service excellence to our customers.
As a Lex Customer Financial Assistance Senior Credit Controller, you will:
- Support the LA CFA team with training and induction of new colleagues in both groups and individually
- Supporting the Training and Competency scheme in the team to ensure colleagues are competent against our processes and provide service excellence to our customers
- Provide colleague feedback and deliver coaching to support with performance improvement and training
- Adherence to our Credit Risk Policy and FCA Regulations to drive the right outcome for our customers and reduce arrears
- Manage all customer escalations in a timely and professional manner to support the customer in resolving their debt concerns
- Identify and support vulnerable customers
- Understand and identify customer needs to ensure the right outcome is achieved for the customer
About you:
We’re looking for someone who is passionate about the vision for our business as well for our colleagues and customers.
We’ll also need you to have:
- Ability to interact with customers via inbound or outbound telephony activity
- Resilience and ability to cope in a fast-paced environment, ensuring you adapt to change in the business and regulatory requirements
- A proactive attitude and ability to take initiative
- Strong communication and ability to demonstrate strong listening skills and show empathy towards a customer's financial situations
- Excellent attention to detail
Sound like your kind of place?
In return, the role will provide the opportunity to learn new skills and to work in a fast paced but collaborative work environment. You’ll be part of an encouraging team who work in a variety of flexible ways to accommodate work-life balance. We have a truly inclusive culture and greatly value the diversity of thought to really make a difference for our customers.
So if you’d like to be part of an inclusive, values-based culture focused on making a difference, we’d love to hear from you. Whatever your aspiration, you can also expect excellent benefits, including a discretionary performance-related bonus, private health cover, share schemes, and a generous pension contribution, along with the option to choose an additional cash lump sum (4% of salary) or pick from a wide range of industry leading benefits.
Together we make it possible - join us and you’ll be part of an organisation that values your contribution and empowers you to make a difference.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.