Job Details

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Collections Agent

Chigwell, Essex, United Kingdom, £ £ 19000.00-21000.00 Annual Annual, Permanent


Collections Agent

Main Purpose of the Role: To contact and work with customers who are overdue on paying their instalment, account balance or agreed repayment plan; supporting each customer in getting their account up to date specific to each individual's circumstance.

Main Duties and Responsibilities of Collections Agent:

* Contact customers who have failed to meet their agreed payment date, showing forbearance and support in helping them get their account up to date.

* Ensure that all customer accounts are worked through thoroughly, making sure that all underwriting and previous dialogue is checked for new contact information and account instructions.

* Using all available methods to contact customers while following the Debt Collection Procedure.

* Setting and keeping up to date with customer call back requests resulting for inbound or outbound calls, following through on the agreed actions on each account on time.

* Answer all inbound customer calls inclusive of supporting the customer service department and respond promptly to customer email and SMS communication where applicable.

* Keep each account up to date with all communication notes being completed in full detail on the 'dialogue'.

* Assigning relevant call back requests to Team Leaders where applicable.

* Support colleagues and the department throughout the duration of your shift.

* Work towards achieving daily and monthly targets. This includes aiming to contact circa 60 customers per day in your first 2 months and between 70-100 customers after this time and work towards achieving the expected amount of positive outcomes per month as set by the department manager.

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

* Good numeracy and literacy

* Accuracy and good attention to detail

* The ability to stay calm under pressure

* The confidence to liaise professionally with customers and creditors

* Previous experience in an Collections or Call Centre based role

* Strong negotiation and collection skills.

* 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 be open and cooperative with the FCA, the PRA and other regulators

* You must pay due regard to the interests of customers and treat them fairly

* You must observe proper standards of market conduct

Job Details

Not Specified
Chigwell, Essex, United Kingdom
£ £ 19000.00-21000.00 Annual Annual