Field Representative

Reporting to the Trace and Investigation Manager you will be responsible for building positive relationships with Moneybarn customers to identify effective account resolutions that are in the best interests of the customer. You will have exceptional communication skills, both oral and written and the ability to deliver outstanding customer service in a sometimes challenging environment. Your role will be to visit customers at their home to discuss their account, negotiate resolutions and where appropriate reconnect them with office based Moneybarn teams. You will also be required to inspect company assets in circumstances where they are believed to be at risk. At all times you will maintain comprehensive and clear records of your activities.

Your primary geographic area of responsibility will be England and Wales (broadly speaking south of Birmingham) but in exceptional circumstances you may be required to operate anywhere within the UK.  Given the size of the area to be covered, the job holder will be expected to be away from home overnight on a regular basis. A company vehicle will be provided.

This is the ideal role for a highly motivated individual who has previous experience in Debt Collection, Credit Management, or Vehicle Recovery and is committed to delivering first class customer service and achieving the best possible outcomes for customers.

Responsibilities Of The Role
  • Visit allocated accounts within agreed timescales, planning own work schedule to achieve efficient use of time and resources
  • Operate in a regulated environment meeting and understanding compliance requirements
  • Use questioning and observational skills to gather and record relevant information
  • Locate vehicle/asset and photograph/carry out basic assessment of condition and associated documentation
  • Use the Moneybarn account management system to accurately update accounts with details of customer visits and vehicle location/condition
  • Carry out any other field related function at the direction of the Trace and Investigation Manager
  • As a frontline representative of Moneybarn, possess and demonstrate a clear understanding of the Company's standards and expected delivery of service in support of this role
  • Maintain up to date knowledge of Regulations regarding, Data Protection, Anti Money Laundering and Treating Customers Fairly
Person Specification
  • Capable of representing the Moneybarn brand to external customers on a day to day basis
  • An enquiring, investigative and tenacious nature
  • Excellent observational, communication, questioning and listening skills
  • Diplomatic with the ability to remain calm under pressure and be polite and patient
  • Flexible approach to managing a varied and demanding workload
  • An enquiring, investigative and tenacious nature
  • Excellent observational, communication, questioning and listening skills
  • Diplomatic with the ability to remain calm under pressure and be polite and patient
  • Flexible approach to managing a varied and demanding workload
Qualifications, Skills & Experience required for this role:
  • Previous experience in debt collection, credit management or vehicle recovery ideally from within an FSA/FCA regulated environment
  • A practical understanding of Financial Conduct Authority (FCA) regulations, Treating Customers Fairly and Data Protection
  • The ability to investigate and act on own initiative to locate customers
  • The ability to be a confident, self-motivated and enthusiastic team player
  • Excellent planning and prioritisation skills
  • The ability to maintain clear and accurate records using various IT platforms
  • The ability to work in a fast paced environment
  • Flexibility to work evening and weekends occasionally to meet specific demands

In addition the post holder will be required to produce a valid, clean driving licence.

Application Information

Please note that Moneybarn carry out both Financial Checks and Criminal Record Bureau Checks as part of the recruitment process for all roles.

Moneybarn is one of a select group of forward thinking organisations that have signed up for the National Equality Standard (NES). The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace. The NES adopts a pragmatic & holistic approach to EDI and achieving it will enable Moneybarn to showcase our business as leaders in this field.