Money Adviser Network (MAN) Debt Adviser

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:

• To keep up to date with developments related to debt and undertake the appropriate training as needed.
• Ensure a minimum of 16 CPD points are obtained via the appropriate training routes.
• To assist with MAN related meetings and training activities.

Contribute to team:

• Be an active member of the EMMA Quality Team, identifying opportunities for your own development.
• Contribute to the good and efficient working of the team in delivering against the business plan.
• Compliance with CALS policies and procedures, including health and safety.
• Undertake any other duties as may be reasonably required within the scope of the role

ADDITIONAL DUTIES AND RESPONSIBILITIES

• To ensure that all duties and responsibilities are discharged in accordance with

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

• To comply with CALS’s equal opportunities policy and assist with its development and promotion within CALS, and amongst partner organisations.
• To comply with all relevant policies and procedures maintained by CALS regarding matters such as regulatory compliance, data protection, client care, confidentiality, safeguarding.

PERSON SPECIFICATION – MAN Adviser

QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE

• Specialist knowledge of, and proven ability to deliver debt advice, including the diagnosis of relevant issues and remedies.
• Understanding of the issues involved in interviewing clients.
• Up to date knowledge of the key issues of debt advice arising from legislation, regulation, policy, practice and services.
• Experience in the provision of advice via telephone.

• A proven commitment to continuing professional development.

SKILLS AND ABILITIES

• Ability to plan effectively and realistically, managing own workload in a busy schedule and working accurately to agreed deadlines.
• Ability to work on own initiative or as part of a team.
• Excellent inter-personal and client care skills.
• Outstanding organisational and administrative skills
• An ability to build relationships with staff at all levels.
• Effective verbal communication skills.
• Ability to monitor and maintain own standards.
• Willingness to receive regular feedback.

QUALITIES

• Commitment to initiatives to combat poverty and social exclusion
• Energetic, well organised, self-motivated
• Commitment to equal opportunities
• Willingness to accept direction and supervision
• Willing and able to work outside office hours from time to time
• Commitment to the aims of Community Advice and Law Service

OTHER REQUIREMENTS

• Willing and able to work remotely and/or from home.

Job Type: Full-time

Salary: £27,004.00 per year

Benefits:

• Company pension

Schedule:

• Monday to Friday

Experience:

• Paraplanning: 1 year (preferred)

Work Location: Remote

Reference ID: EMMAMANFEB2023