Collections Agent

Posted 1 October by Mr Lender
Easy Apply Ending soon

Job Title: Collections Agent

Department: Collections

Reports To: Team Leader

Main Purpose of the Role: To contact and work with customers who are overdue on paying their instalment, account balance or agreed repayment plan; supporting each customer in getting their account up to date specific to each individual’s circumstance.

Main Duties and Responsibilities:

  • Contact customers who have failed to meet their agreed payment date, showing forbearance and support in helping them get their account up to date
  • Ensure that all customer accounts are worked through thoroughly, making sure that all underwriting and previous dialogue is checked for new contact information and account instructions.
  • Using all available methods to contact customers while following the Debt Collection Procedure
  • Setting and keeping up to date with customer call back requests resulting fro inbound or outbound calls, following through on the agreed actions on each account on time
  • Answer all inbound customer calls inclusive of supporting the customer service department and respond promptly to customer email and SMS communication where applicable
  • Keep each account up to date with all communication notes being completed in full detail on the 'dialogue’
  • Assigning relevant call back requests to Team Leaders where applicable
  • Support colleagues and the department throughout the duration of your shift
  • Work towards achieving daily and monthly targets. This includes aiming to contact circa 60 customers per day in your first 2 months and between 70-100 customers after this time and work towards achieving the expected amount of positive outcomes per month as set by the department manager.

This is a summary of the role and the employee is expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business.

Person Specification /Skills/Education and Attributes:

  • Good communication skills - both verbal and written
  • A compassionate and empathetic approach
  • GCSE grade C or above in English and Maths is essential
  • Excellent administrative skills
  • A knowledge of computers and office software
  • Good listening skills
  • A personable approach
  • Good organisational abilities
  • Good numeracy and literacy
  • Accuracy and good attention to detail
  • The ability to stay calm under pressure
  • The confidence to liaise professionally with customers and creditors
  • Previous experience in an Collections or Call Centre based role
  • Strong negotiation and collection skills.
  • Strong customer service ethos.
  • Target driven and ability to work under pressure.
  • IT literate

If you would like to apply for this position, please send your CV by pressing the apply button below.

Required skills

  • Applications
  • Calls
  • Contact Centre
  • Customer Service
  • Lending

Reference: 38701437

Bank or payment details should never be provided when applying for a job. For information on how to stay safe in your job search, visit SAFERjobs.

Report this job