Collections Assistant / Customer Service

Collections Assistant/ Customer Service
ST4876
Cardiff
£26,000 per year
Temporary ongoing
Full time; Monday to Friday 9:00am – 5:00pm
£26,000 per year

The Role:

Assist the Early Arrears Manager to minimize the Company’s losses on bad debt. Contact customers, negotiating repayments of arrears or the return of the Company’s assets. Take appropriate and effective recovery actions to ensure that the Company’s reputation and position is preserved.

Responsibilities:

• Contact customers to negotiate the repayment of their arrears/outstanding balance, or the return of the Company’s assets in order to minimise potential losses.
• Ensure all allocated default work queues are proactively actioned and that the most appropriate and effective action is undertaken in a professional manner.
• Ensure customer agreements are coded correctly and the appropriate provision taken.
• Where internal collection procedures have been exhausted, make recommendations for the next course of action. Instruct external field/trace agents or Debt Collection Agencies where necessary.
• Ensure that all collection procedures are followed in a compliant manner and all necessary electronic notes are documented on customer files. Refer more complex cases to Team Leader/Manager.
• Be cognitive of patterns in arrears situations (e.g. Dealers with regular default, hard to contact customers etc.), consider appropriate action to be taken, keeping Team Leader/Manager informed as necessary.
• Ensure that the cash, card and cheque payments to customers’ accounts are recorded and reconciled appropriately. Refer customer queries relating to missing payments to relevant department.
• Proactively manage the recovery or re-imbursement of default charges to customer accounts.
• Work as part of a team – supporting, motivating and assisting colleagues in the operation of the department and support the Team Leader/Manager with the development of junior staff.
• Provide customers with a professional and efficient service in an enthusiastic and knowledgeable manner at all times in order to maintain and develop business relationships.
• Maintain an up-to-date knowledge of regulatory and legislative information relating to debt collection (e.g. Money Laundering, Data Protection etc.) and ensure any necessary action is taken or activity is reported to appropriate person.
• Maintain a good knowledge and understanding of all relevant policies and procedures relevant to the role, being compliant with these policies and procedures at all times.
• Undertake other reasonable tasks as and when requested by Management

Education/Skills/attributes required:

Essential:

• Educated to A’ level standard or equivalent.
• Minimum of 2 years’ experience in customer service, preferably in a contact centre environment.
• Good written and verbal communication skills.
• Able to demonstrate sound numerical skills and literacy.
• Confident communicator.
• Negotiation skills.
• Able to remain calm under pressure and deliver results.
• Planning and organisation skills..
• Uses own initiative, resourceful, problem solving.
• Self-motivated and enthusiastic.
• Attention to detail.
• Works well under pressure and to set deadlines.
• Able to follow procedures and work within regulated environment.
• Team player.
• Good IT skills in Microsoft Office.

Desirable:

• Experience in credit control, arrears calling or default management in the finance industry.
• Previous team leader experience.