PayPlan Support Assessor

The Business

PayPlan, one of the largest employers in the Grantham area are looking for Support Assessors to work in conjunction with PayPlan and Clever Mortgages.

As part of the Totemic group of companies, PayPlan are pioneers in the debt industry, and regulated by the FCA.  We understand what great customer service looks and feels like.  We have over 20 years’ experience of helping some of the most vulnerable in our society resolve their financial issues and we are proud to have an established reputation as a trusted name within the financial services industry.

Clever Mortgages, another division of Totemic, offer specialist advice on a comprehensive range of mortgage and protection products from across the market to previous customers who now require guidance on residential or commercial properties.


The Role

The Support Assessors will be responsible for contacting our clients who have completed their Individual Voluntary Arrangements (IVAs) and Debt Management Plans (DMPs).  Ensuring that our clients have received all the relevant paperwork including their completion certificates and answering any post IVA and DMP questions that they may have.

You will review further areas in which we can support these clients, booking an appointment for those who wish to receive further information on the services provided by our Group.

You will carry out initial filtering of cases looking at post IVA and DMP support, savings and pensions before using specified criteria from the Mortgage, Protection and Secured Lending Specialists within our team.

Making and receiving calls both via New Voice Media (NVM) and the dialler system you will introduce clients to areas in which they thought they could not be helped, maximising their potential of a stable future. You will also ensure that client appointments are scheduled correctly at the appropriate times and client information is up to date and accurate; adding relevant and accurate case notes to the client file to ensure a smooth transition to the Adviser Team.


Skills & Experience Required

Support Assessors ideally would have a good understanding of the core PayPlan business and ideally will have previous experience of working with mortgage and protection products.

You will have excellent communication skills both oral and written.  You will have the ability to identify clients’ needs and provide solutions by building rapport with the clients and maintain exceptionally high levels of client care.

With a positive, confident and determined approach you will be motivated and ambitious.  You will be able to work under pressure to meet targets whilst being resilient enough to cope with client rejection.

A team player, who loves working in a competitive environment, you will also be able to work independently using your own initiative.


Please note, this position involves working a shift pattern covering 40 hours per week


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