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Payment Support Advisor

  • Salary: 23000-28000 per year
  • Job Type:Permanent

Posted about 1 year ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Contact Email:
  • Contact Phone: 0161 883 2740
  • Expiry Date: 16 June 2023
  • Job Ref: LW/10101 UK



Hours: 37.5 Monday - Friday 9am-5pm or 10am-6pm

1 Saturday in 3


We have an exciting opportunity for a Collections Agent to join a forward thinking and innovative team. As a Collections Agent you will communicate with our customers in arrears, predominantly via telephone and on occasion via written communication methods. We strive to ensure that our customers receive a professional, compliant journey at all times therefore outstanding customer service skills are paramount. In addition, we look for people with great work ethics with the ability to be able to work to tight deadlines and communicate effectively at all levels. Within a regulated environment and fast paced department there are of course service levels, KPI's and targets to be met which are all geared to meet our customers' expectations whilst achieving the business goals.


What you'll be doing

Recover customer arrears via telephone, written communications and/or any other digital methods introduced into the department / function

Set appropriate, sustainable and compliant repayment arrangements

To address failed arrangements in an appropriate and timely manner

Address customer's change of circumstances in line with company policy and procedures surrounding potentially vulnerable customers

To liaise with other departments to ensure the customer receives the correct outcomes to collections issues raised

General administration duties

To adhere to the rules and guidelines as set out by the company and its regulators (FCA / ICO/ FLA)

To assist in projects / mini initiatives within the collections function as advised by line manager

Adhere to KPI's set by the business

Understand and adhere to departmental Service Levels (SLA)

To meet individual and contribute to team targets

About You

Must have collections experience within a regulated environment

Consumer Finance desirable but not essential

GCSE's including Maths and English at C grade or above.

You must be IT literate with experience of using Word, Excel and experience using Salesforce is a huge advantage

Customer Service skills - you will want to help people, be empathetic, sensitive and have a caring nature.

Good written, numeracy and oral communication skills plus good attention to detail.

Honesty and integrity

Team Player


What We Can Offer You:

Discretionary Bonus (% based on individual performance and company performance)

Company Pension

Private Healthcare with Vitality

Life Insurance (4xSalary)

Confidential mental health support

25 days holiday (plus bank holidays)

Enhanced Maternity Pay and Shared Parental Leave

Seasonal social events

A wellbeing portal

Talent Referral Bonus Scheme

Cycle to work scheme

Paid volunteering day

Drinks fridges, great coffee and breakfast all laid on free!