Collections Specialist

Posted 13 December 2021 by Innova Search

Collections Agent


£20932 - £23352

Monday - Friday (2 shifts)

Saturdays on a Rota

Our Client is currently looking to recruit an experienced collections agent to join their team in Chester. The main purpose of the role is to manage a portfolio of arrears customers within an agreed timescale to ensure the business meets its performance targets.

Key Responsibilities

  • Collections activity in all overdue active agreements
  • Provide excellent service to all customers both internal and external and embrace the principles of Treating Customers Fairly
  • Negotiate recovery of outstanding payments with customers by identifying the reason for the overdue payments, to prevent contractual loss.
  • Identify and flag Vulnerable Customers and ensure we treat customers fairly
  • Negotiating with customers to ensure a satisfactory outcome for both the company and the customer
  • Ensure call handling and service quality is maintained at required standards
  • Act as a role model to ensure vision and values are embedded within the team

Performance Measures

  • Monthly targets based on departmental and business Bad Debt provision plans
  • Individual targets set to ensure the department exceeds business expectations
  • Call quality measures
  • Calls per hour
  • RPC’s per hour


  • Flexible approach to working
  • Working knowledge of Microsoft Office applications
  • Basic understanding of technologies and MI
  • Working knowledge of departmental and business policies and procedures that will support the call centre environment


  • Team Player with excellent interpersonal skills.
  • Good verbal and written communication skills
  • Ability to communicate with all levels

Knowledge of FCA would be an advantage

Required skills

  • Collections
  • FCA

Application questions

Do you have collections experience?
Are you familiar with the FCA guidelines?

Reference: 43163972

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