Collections Agent
Job Type : Permanent, Full Time
Salary : £23000 – £28000/annum up to £28,000 OTE
Main Purpose of the Role: To communicate with customers who have failed to meet their contractual obligations regarding making payments towards their loan agreement. Assessing each customer’s circumstance on a case-by-case basis to ensure the right outcome is achieved and where possible the customer’s account bought up to date.
Benefits
Working within a newly refurbished dedicated office space with onsite employee gym.
On site parking
Central Line Train station within one-minute walk with quick access to Central London.
Close road links to M11/M25/A406/A12 and London.
Breakout space including games tables/machines
Social events
Pension Scheme
Healthshield (health cash back scheme and counselling services).
28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days).
Eye Test / Glasses reimbursement scheme.
Various team and personal reward incentives
Main Duties and Responsibilities:
* Communicate with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their account up to date
* Ensure that all customer accounts are reviewed thoroughly to understand the customers situation, making sure that all previous account notes are checked for previous customer communications and arrangements in place
* Use all methods of communication including telephone, email, and live chat to speak to customers while adhering to the Debt Collection Policy and Procedure
* Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved
* Where applicable signpost customers to relevant Debt support and advice
* Recognise triggers where customers are showing signs of vulnerability and follow the relevant procedures in supporting these customers and where necessary referring them to the Vulnerability Committee
* Share ideas and feedback with your line manager where improvements can be made to the customer journey through your day-to-day experience in dealing with customers
* Support colleagues and the department to ensure all department aims are achieved
* Work towards achieving daily and monthly targets both individually and as a team
This is a summary of the role and the employee is expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business.
Person Specification /Skills/Education and Attributes:
* Good communication and listening skills – both verbal and written
* A compassionate and empathetic approach
* GCSE grade C or above in English and Maths is essential
* Excellent administrative skills
* IT literate – A good knowledge of computers and office software
* A personable approach
* Good organisational abilities
* Accuracy and good attention to detail
* The ability to stay calm under pressure
* The confidence to liaise professionally with customers and creditors
* Strong customer service ethos.
* Target driven and ability to work under pressure
* You must act with integrity
* You must act with due care, skill and diligence
* You must pay due regard to the interests of customers and treat them fairly
* You must observe proper standards of market conduct
