Money Adviser Network (MAN) Debt Adviser
Id Job: 316a334
Id Job: 316a334
JOB DESCRIPTION
POST: Money Adviser Network (MAN) Debt Adviser
SALARY: £27,004
RESPONSIBLE TO: Quality Manager / MAN Lead
HOURS: 37 per week
TERM: fixed until 31 March 2025 (with a possible extension)
LOCATION: Home based - plus some travel for meetings
JOB PURPOSE
You will be working alongside the East Midlands Money Advice (EMMA) partnership team, providing debt advice to clients referred into the service via the Money Adviser Network
(MAN).
The role will be to engage with clients, primarily by telephone (with some webchat) and provide consistent high quality debt advice. You will work with clients to understand their personal and financial circumstances, provide accurate and tailored advice about their debts and which solutions may be most suitable for them.
Alongside this you will be required to create and maintain a detailed consumer record as well as ensuring, where appropriate, clients are provided with a record of their advice intervention and agreed actions.
You will need to use your active listening and communications skills to put the clients at ease, gaining their trust and identifying any vulnerabilities which could require additional support. It is important that you are able to demonstrate empathy whilst still being able to manage and progress the call. The expectation is for the best quality of service for each individual client instead of a focus on targets and volumes.
The role is remote based within a well-established and busy team. Some travel expected for meetings as required.
KEY DUTIES AND RESPONSIBILITIES
To provide high quality debt advice:
● Ability to effectively identify a clients debt advice needs.
● Where appropriate to prepare a financial statement, confirmation of advice letter and any other resources required to progress the client’s debt case.
● Ensure the advice provided is accurate and tailored to the client’s individual circumstances.
● Identify and provide advice on emergencies and urgent issues.
● Provide advice on income maximisation and financial capability where appropriate.
● To explore and advise on options, debt strategies and implications so that the clients can make an informed decision.
● To identify when it is appropriate to signpost or refer the client to other specialist advice providers.
Planning and organising:
● Ability to work remotely and to manage your own workload and time effectively.
● To ensure that advice is provided in a timely manner ensuring any agreed targets are met.
● Ability to use and any IT tools provided (training will be provided on the MAN telephone system).
● To be able to attend meetings as agreed with the manager. These will primarily be remote (via Teams) but there is an expectation you will be able to attend face to face meetings within the East Midlands area.
Compliance and quality requirements:
● Maintain case records for the purposes of continuity, statistical monitoring and report preparation.
● Ensure that all work completed is in line with the requirements of the Money and
Pensions Service (MaPS) and the Financial Conduct Authority.
● Ensure that regulatory requirements around GDPR are met to protect client’s privacy.
● Ensure that work undertaken reflects and supports equality and diversity.
Maintain expertise and insight:
Contribute to team:
ADDITIONAL DUTIES AND RESPONSIBILITIES
CALS’s Health and Safety at Work and other work-related policies and with due regard to the Equality Act 2010 and CALS Equality and Diversity Policy
PERSON SPECIFICATION – MAN Adviser
QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE
SKILLS AND ABILITIES
QUALITIES
OTHER REQUIREMENTS
Job Type: Full-time
Salary: £27,004.00 per year
Benefits:
Schedule:
Experience:
Work Location: Remote
Reference ID: EMMAMANFEB2023