Collections Advisors

2018-07-20 13:06:342020-07-14Career Cross
Job Type Permanent Full Time
Location South London
Area London, UK South London
Sector AdministrationFinance
Salary £24k - £30k + bonus + benefits
Currency GBP
Start Date ASAP
Telephone 01133458244
Job Ref S112
Job Views 1356
Description

Collections Advisors - South West London - £24k - £30k + bonuses + benefits

Our client is an established market leader in the loans sector, with 50+ branches located throughout England and Wales.

The Role:

The Collections Executives will be responsible for the recovery of monies outstanding on our clients customer accounts which have fallen into arrears. Accounts managed will include all product types, and involve multiple stages of the collections and recoveries process.

This role will primarily include working daily campaigns to try and make contact with customers via phone, SMS, email and letters, and negotiating the repayment of outstanding arrears. There will also be a requirement to use tracing tools in order to locate customers who may have absconded from their primary residence.

The role is telephone based although there will be additional administrative duties and requirements where it is necessary in enhancing the recovery process.

Key Responsibilities:

  • Negotiating the repayment of outstanding arrears owed by our clients customers
  • Contacting customers and third parties via a range of mediums including, but not limited to, outbound/inbound telephone calls, letters, email and SMS
  • Reviewing a portfolio of both secured, and unsecured debt and using tactical negotiation techniques in order to recover swift payment of outstanding monies owed
  • Working with customers to identify and arrange suitable and sustainable payment plans which match their current financial circumstances
  • Completing comprehensive Income & Expenditure documentation with customers to assess their affordability and agree a resolution to their account
  • Demonstrating industry and regulatory standards on all calls in order to deliver a positive outcome for both customer and business
  • Identifying a variety of customer types (e.g. Vulnerable, Won’t Pays, Fraudulent) and making key decisions on how to proceed with their accounts
  • Processing payments and handling transactions over the phone.
  • Using multiple internal software systems to manage customer accounts
  • Acting with due care where a customer is identified as being vulnerable, and ensuring forbearance is applied where applicable
  • Reviewing daily/weekly/monthly Management Information (MI) with the team and assisting the business in prioritising account lists
     

Attributes and experience:

  • Excellent customer service, communication and interpersonal skills
  • Excellent telephone manner
  • Experience working in a Contact Centre environment (Debt Recovery or Customer Service is preferred) answering inbound and outbound calls.
  • Ability to quickly build rapport with different customer personalities and types
  • Good organisational and effective time management skills
  • Confident decision maker, who works well under pressure
  • Strong negotiation skills, with the ability to effectively control calls with customers
  • A firm approach to negotiating repayment of debt, whilst ensuring sympathy/empathy is exercised where appropriate
  • Reliable employee who’s punctual and has excellent timekeeping
  • Ability to multitask, organise and prioritise tasks according to current business objectives
  • Experience of working within an FCA regulated environment, and knowledge of Treating Customers Fairly (TCF)
  • Reasonable exposure to using multiple IT software systems
  • Energy and enthusiasm when working in a target driven environment
  • Assertive, confident and intellectually capable of dealing with customer objections
  • Good written and verbal communication skills
  • Basic understanding Management Information Reporting with ability to understand performance of the team

 

Keywords - collections, FCA, collect, loan collections, outstanding monies, monies owed, TCF, customer service, negotiation, debt recovery, inbound , outbound, arrears, outstanding arrears, payments, debt


 


Apply
Apply with Indeed
Apply Later
Sign in
Register
Apply
Later
Apply with Indeed
Similar Jobs
Email Me Jobs Like This
Subscribed to similar jobs notifications

Contact

Career Cross Limited
West 44,
44-60 Richardshaw Lane
Leeds
West Yorkshire
LS28 7UR

Tel: 0113 3458244

Twitter

We use cookies to provide you with the best possible browsing experience on our website. You can find out more below.
Cookies are small text files that can be used by websites to make a user's experience more efficient. The law states that we can store cookies on your device if they are strictly necessary for the operation of this site. For all other types of cookies we need your permission. This site uses different types of cookies. Some cookies are placed by third party services that appear on our pages.
+Necessary
Necessary cookies help make a website usable by enabling basic functions like page navigation and access to secure areas of the website. The website cannot function properly without these cookies.
ResolutionUsed to ensure the correct version of the site is displayed to your device.
essential
SessionUsed to track your user session on our website.
essential

More Details