Collections Agents
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| Job Type | Permanent Full Time |
| Location | Redditch |
| Area | Midlands, UK |
| Sector | AdministrationCustomer ServiceFinance Legal |
| Salary | £16k - £20k + bonuses |
| Currency | GBP |
| Start Date | |
| Job Ref | S039 |
| Job Views | 1895 |
- Description
- Collections Agents – Redditch - £16,000 - £20,000 + bonus
Main Purpose of Job:
Working in a dedicated team responsible for the management of our clients customers, primarily assisting those who have fallen into arrears but also providing a support service for general customer enquiries.
The objective of the role is to improve our clients outstanding loan performance through the effective use of arrears management treatments and techniques to support and guide customers towards maintaining repayments.
The role requires strong skills in both oral and written communication, with customer interaction via ‘phone, SMS, letter and email, along with the desire to be a proactive team player.
Our client is committed to delivering an exceptional customer experience by providing excellent personal service through assessing each customer’s individual circumstances and providing the most suitable solution whilst working within a regulated environment.
Responsibilities:
- Supporting customers from the onset of payment difficulties
- Proactively contacting customers to discuss current arrears, including the effective use of outbound telephone calls, letters, emails and SMS to establish dialogue
- Responding positively, empathetically and promptly to varied incoming customer contact, including telephone calls, email and letters
- Providing solutions by negotiating tailored treatments for customers, ensuring the most appropriate solution is offered relevant to the severity of arrears and the customer’s circumstances, including options such as long term and short term arrangements
- Completing Budget Planner income & expenditure assessments to demonstrate affordability of arrangements
- Using skills and knowledge to ask open questions and, if necessary, challenge information gained, to ensure accuracy of the assessment and claimed circumstances
- Acting with sensitivity and recognition of customers in potentially vulnerable positions – mindful of the longevity of the circumstances and the solution
- Escalating last resort cases to Default and subsequently, where applicable, obtaining approval for recovery of the asset
- Liaising with third parties throughout the arrears management process; these may be acting on the customer’s behalf to negotiate an acceptable treatment or on the Company’s behalf to complete asset recovery
- Acting as first point of contact for customer complaints and recording the details accurately
- Undertaking security checks and vehicle checks using various in-house and external search tools
- Maintaining consistency and adherence to strict Company policies and all regulatory guidelines (FCA, CCA, DPA, AML, TCF etc)
- Managing multiple cases simultaneously, effectively prioritising workload in line with Company objectives
- Working with absolute professionalism and recognition of the level of responsibility the job role entails
Keywords – collections, collections agents, CSA, customer service, customer service advisors, defaults, loans, collect, FCA, CCA, DPA, AML, TCF, customers, arrears agents, arrears, customer support agents