Credit Control Specialist Agent | Hybrid & Growth

Financial Customer Care Specialist

Looking for a new challenge? Do you have a passion for delivering exceptional service and good outcomes for customers? Are you compassionate, empathetic and an outstanding communicator?

We are looking for the very best people across the group with the skills and experience required to help us meet our goals.

Do you have a hunger for taking your career to the next level?

If so, we have several roles available and one of those could be yours!

Job Title: Credit Control Specialist Agent

Salary: £28,459

Location: Liverpool City Centre on a hybrid working basis

Working Hours:Monday to Friday9:00am to 5:30pm, 37.5 hours a week

What you will be doing:

• Supporting customers experiencing financial difficulties and/or vulnerability providing good customer outcomes meeting both customer and business needs
• Providing great customer service (using models including TEXAS and IDEA) with the aim of a one call resolution
• Assisting customers/businesses with debts owed – ensuring these are recovered meeting both the customer and business needs.
• Responding to queries from clients and agents received by phone, email or letter in a courteous and helpful manner and ensuring that all information required is obtained and communicated.
• Investigating cases where necessary and root cause analysis to improve processes going forward.
• Collaboration with other departments for successful business and customer outcomes
• Effectively communicating with third parties regarding mutual clients, maintaining the professional relationship
• Maintaining accurate records of any correspondence received from the client regarding payment or payment plans.
• Other duties where applicable

What we’re looking for:

• Credit Control department experience within the Insurance Industry (preferred but not essential)
• Experience supporting vulnerable customers and customers experiencing financial difficulties via telephone.
• Taking ownership – ensuring all tasks/duties are completed in full.
• Good organisational skills and ability to prioritise own workload effectively.
• Pro-active thinker, able to solve problems independently as they arise.
• Ability to investigate cases and implement corrective actions as required.
• Computer literate with strong Microsoft Excel skills
• Experience with ICE, TCAS and Bexhill (preferred)
• Ability to communicate well at all levels both verbally and in writing.

What we offer:

In return for your hard work and dedication we offer an attractive salary package, desirable working pattern and superb ongoing support and development to help you be the very best you can be.

In addition, we continue to advocate personal continuous improvement and will strive to support our colleagues in their personal and professional development within the business with a range of qualifications available for the right individuals.

We believe your success is our success and together we can achieve great things.

Grow with Acorn

AtAcorn Insurance,we’reproud of our Liverpool roots — and even prouder of how farwe’vecome. As part of theAcorn Group, we bring over 40 years of specialist insuranceexpertiseto the table. From humble beginnings,we’vegrown into a national leader, now employing1,700+ people across the UKandreached a milestone £750 millionin total value of insurance policies written in 2024.

We’regrowing fast, with new opportunitiesemergingevery week.

That growth islargely dueto the values we share:

• 🦏We run through walls for our customers and each other

• 🐐We challenge the status quo

• 🐧We succeed when we help those around us succeed

• 🐆We decide quickly when the smart thing to do is use our judgement

Benefits:

• 🌴A maximum of35 days’ holiday(depending on role and tenure) including bank holidays,withadditionalbuy/sell options

• 🧠24/7 mental health support& free…