Job Details

Asset Collection Agent

Petersfield, Hampshire, United Kingdom, Permanent

Posted: 3 hours ago


The Asset Collections Agent provides post termination support to customers where assets need to be returned.

This includes support for Contact Centre, New Business, Complaints, Asset Management, Legal Services and Re-marketing. It is our aim to manage all customer processes within this area as promptly as possible, therefore elevated levels of productivity and a strong work ethic are essential for the role.

Job Role and Responsibilities

* Key outbound customer contact (voice and non-voice) for customers whose agreements have been terminated and the asset needs to be returned.

* Ensure that customers are aware of the process to return assets to Moneybarn, gaining customer consent where possible to make an efficient and streamlined process through from collection to sale.

* Provide customers with information regarding their post termination options so that they can make fully informed choices.

* Fact find based on customer's individual circumstances to see whether other options may be available for the customer, such as Consent Order or Time Order.

* Conduct Income and Expenditure assessments where appropriate.

* Prepare accounts for referral to Legal Services for Consent Orders.

* Manage any customer call backs requested whilst accounts are assigned to Recovery Agents.

* Work closely with the wider Asset Management team to facilitate a quick and easy recovery of the asset.

* Assist the Asset Management Agents with administrative duties where appropriate.

* Be vulnerability champions for the Asset Management area, making referrals to the Vulnerable Customer Team where appropriate.

* Agree and set up payment plans on post termination accounts where the asset has been returned and it is appropriate and affordable for customers to do so.

* Absolute compliance with TCF principles and FCA regulations

* To adhere to Data Protection Act regulations always

* Dealing with other asset related day to day tasks (Half Rule, Right of Withdrawal, Insurance Write-offs, deceased customers, Innocent Purchasers, Crush-watch Scheme, HPI management)

* Additional ad hoc responsibilities to aid other areas within Moneybarn when required.

* Adhere to the FCA Conduct rules

Job Details

Petersfield, Hampshire, United Kingdom