Collections Officer

Collections Officer

Sevenoaks - Hybrid working

24.5k -27k plus benefits.

You will be responsible for helping the customers that are not able to meet the financial obligations of their agreements.We work with the customers, ensuring you put their needs first and balancing this with the business requirements, as well as recognising any vulnerabilities. The Collections team are part of the wider Customer Management department, and work closely with Recoveries, Customer Service and Complaints to provide an excellent service to our customers.

The collections account managers support the customers who have outstanding payments, helping them to take steps to manage any missed payments.

You will have exceptional communication and empathy skills and be able to build relationships with the customers to support them with the right outcome.

Key Responsibilities

• Deal with telephone and email queries from customers who are experiencing financial difficulties, finding suitable payment solutions for any missed payments
• Collect card payments, or set up payment plans, working with other specialist teams to support the customer
• Display compassion and understanding towards customers in vulnerable circumstances, ensuring that all vulnerable or potentially vulnerable customers are managed appropriately
• Accurately record conversations and administrative actions within the relevant systems
• Identify Expressions of Dissatisfaction and potential complaints, recording these accurately and passed to the relevant team
• Liaise with other operational departments that are involved in the customer journey, driving good outcomes for customers at every stage
• Ensure all performance and productivity targets are achieved and maintained
• Review processes which could be automated or enhanced to improve the customer and business experience, sharing this with your team leader
• Identify and raise any risks with your team leader

Person specification -

• Good team player, flexible and able to work on own initiative
• Strong interpersonal skills, able to establish effective working relationships at all levels
• Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned
• Appreciates the importance of accuracy and attention to detail
• Excellent customer service skills and awareness of the importance of the customer
• Comfortable and competent with MS Office

Extra Information.

Hybrid working after training complete.

You must drive because of office location.

3x different shifts -

08:00am - 4:30pm

09:30am - 6:00pm

10:30am - 7:00pm