Job Details

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Collections Agent

Brentwood, Essex, United Kingdom, £ £ - Annual Annual, Permanent


To maximise recoveries on behalf of a portfolio of clients whilst ensuring internal and external compliance protocols are met.


  • Effectively collect outstanding debt by phone and in writing in a busy department.
  • Dealing with own portfolio of cases. Conduct investigations into customer's affairs, i.e, asset position and identifying business distress and associated trigger points.
  • Identify potential cases for further action, be it legal escalation or potential corporate opportunities.
  • Provide weekly, monthly and adhoc reporting and analysis of debt to managers and directors.
  • Minimise any potential complaints and where they do occur deal with these in line with the agreed procedures.
  • Meet regular targets that are set both within your team and the department, including call monitoring and other quality reviews.
  • Be able to negotiate payment terms and deal with customers on an individual basis, clearly showing that any payment arrangement is affordable on an on-going basis.
  • Understanding and having the ability to adopt approaches towards different customers according to the situation. Have a good understanding of the way to identify and deal with Care/Vulnerable customers and assist them as best you can.
  • Maintain awareness and implementation of Treating Customers Fairly when communicating with customers, including passing regular tests to ensure understanding of the key standards.
  • Assisting with other departments if and when necessary, including upselling of internal portfolio risk products and collecting change of tenancy information for our utility clients.

Skills, Experience and Knowledge

We are looking for a proactive and forward thinking individual who is able to work independently as well part of a team. This role would suit someone who is resilient with strong negotiation skills.

  • Experience of working in a telephone-based role, either within debt collection, customer services or sales.
  • An insolvency-based background would be advantageous.
  • Previous experience working with clients within utilities would be beneficial.
  • Studying for Institute of Credit Management, although not essential, would be advantageous.
  • Effective use of IT including Excel, Word and PowerPoint.
  • Maintains high professional standards of conduct and practice.
  • Able to organise and manage time efficiently and effectively whilst being flexible.
  • Awareness of TCF, Lending Standards Board.
  • Excellent written and verbal communication skills is essential
  • Ability to multitask and work in a fast paced environment

Flexible Working

At RSM we work hard to create an environment where our people can make a difference - to themselves, their career, their teams, and to the success of our firm and clients. We support all our people to work flexibly, to manage their family and other responsibilities alongside their work commitments; we believe this is key to achieving an inspiring and fulfilling working environment

Diversity and Inclusion at RSM

At RSM, inclusion and diversity are central to our values. We have an authentic focus on intentional inclusion, enabling our people to feel they can bring their whole self to work and ensuring everyone feels supported, respected and confident to make a valuable contribution.

To find out more, please visit our Diversity and Inclusion page on our Careers Website

Job Details

Not Specified
Brentwood, Essex, United Kingdom
£ £ - Annual Annual