The role of the Contact Analyst will be to support Collections and other departments by defining and owning current and ongoing strategies within the contact centre environment and ensure optimal operational performance.
To assist in managing accounts where customers have nominated Debt Management Companies (DMCs) to organise and administer their financial situations. Negotiating with DMCs in a respectful and ethical manner in order to reach a fair outcome for the customer.
Establishing positive engagement with customers, gaining a full understanding of their financial situation by way of an affordability assessment and agreeing an affordable repayment arrangement for their outstanding balance should that be the most appropriate outcome. Ensuring that all customers are treated fairly and detriment to customers is avoided. Identifying those customers who may be particularly vulnerable.