Job Details

Debt Collections Advisor

Preston, South Yorkshire, United Kingdom, £18,750 , Permanent

Posted: 15 hours ago


Role: Debt Collections Advisor

Salary: £18750 basic + team bonus

Location: Rotherham (currently working from home)

Our client is a Debt Collection business.

Key responsibilities:

The core business is to purchase debt and provide collection services to large consumer lenders across a range of sectors including Financial Services, Public Sector, Utilities, Motor Finance, Retail and servicing Debt Purchaser Companies.

To reach solutions to customer's outstanding balances through assessing a customer's financial position & achieving a sustainable, agreeable resolution. Achieve performance targets and provide service excellence to the business and clients. Adhere to regulatory requirements and promote a TCF & conduct risk centric culture.

* Inbound & outbound contact to discuss & achieve a resolution of a customer's outstanding balance

* Conduct effective fact finding of customer circumstances using open questions

* Assess customer affordability for repayment

* Identify suitable customer solutions inclusive of payment arrangements, referral to not for profit debt advice, customer self help options & vulnerable customer identification

* Resolution of customer queries

* Effective customer complaint handling & escalation

* Build good relationships with customers through strong rapport & empathy

* Accurately update customer records

* Achieve set KPI's & value led behaviours

* Undertake training, coaching & development to develop within role

* Actively contribute to team meetings & call calibration sessions

* Provide administrative support

* Ensure adherence to all company & regulatory policies & procedures

* Identify & address conduct risk

* Ensure adherence to client requirement

* Referrals to not for profit advice as % of applicable right party contacts

* Achieve set targets for individual, team and client KPI's & value led behaviour

* Volume of justified complaints

* Adherence to complaints SLA's

* Accuracy & timeliness of reporting

* Volume of compliance breaches

* Assessment ratings of training courses

Additional requirements:

The Ideal Candidate will have:

Front line financial services experience desirable

Outsource experience advantageous

Experience within a collections or contact centre telephony based role desirable

Ability to work well under pressure

Excellent communication skills

Excellent listening skills

Proficient questioning techniques

Proficient in problem solving & analysis

Knowledge of relevant customers and products desirable

Proficient knowledge & application of industry compliance inclusive of DPA, FCA, OFCOM & CPA

Strong interpersonal skills with the ability to build rapport

Computer literate with proficient typing skills & system navigational techniques

Proven track record of achieving & exceeding targets

Ability to identify & address conduct risk

TCF centric individual essential

Glu recruit are an equal opportunities employer

Job Details

Preston, South Yorkshire, United Kingdom