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
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
What We Can Offer You:
Discretionary Bonus (% based on individual performance and company performance)
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!