Collections Consultant

We are delighted to offer a unique and exciting opportunity to join a dynamic, innovative, and fast-growing established fintech lender. If you are truly customer-focussed and want something different to the stuffy, corporate environment of the bigger corporates, then this role is an exciting opportunity for you.

The role would suit someone with at least two years’ experience in a fast-paced telephone-based collections environment, within a personal loans’ environment. We would be particularly interested in someone from an unsecured credit background.

They are setting up a new Operations office in Milton Keynes, their Head Office being in London. So you would initially be working from home, on a 6 months FTC basis. But once the office is opened you would be required to travel to their office in Milton Keynes up to 4 days a week. The team currently work Mon-Fri on a shift pattern between 8 - 6pm. Although currently on a 6-month contract there is a strong possibility of a perm position, but they cannot currently commit to that until the office is in place.

The role:

• Responsible for day to do day collections activities (Inbound and Outbound phone and email).
• Advise customers on the payment options for debt recovery.
• Take ownership of a portfolio of 500+ customers in early-stage arrears as well as short and long-term arrangements
• Ensuring compliance at all times with the requirements of the FCA guidance regarding debt Collections (including subsequent associated legislation)
• Manage customers who are resistant to agent contact by remaining polite, tactful, honest and firm
• Contribute to the effectiveness of existing collections strategies and provide feedback on how they can be optimised
• Achieve collections targets whilst providing exceptional service to our customers
• Complete any administration for inbound debt management, IVA and bankruptcy notices
• Assist with administration of DCA referrals and Debt Sales
• Maintain and enhance our game-changing customer experience, by treating customers fairly and identifying vulnerability.

Skills and experience required:

• At least 2 years of experience in consumer debt collections
• Proven experience in a phone-based collection & customer service role (DCA or FCA preferred)
• Good negotiation/objection handling skills
• Have the ability to relate to people from a variety of different backgrounds

In return, you will be working in a progressive and dynamic environment and rewarded with a fantastic benefits package including a matched contribution pension, medical cover and a highly competitive salary.