Collections Advisor

Yopa’s purpose is to become the Estate Agent of choice by proudly and sustainably delivering for our customers, our local communities, and each other. We are delighted to be expanding our teams during an exciting time of growth. Here at Yopa, our customers receive a bespoke, high-end service, with the added benefit of easy-to-use and market-leading technology that helps them see every step of their sale as it happens. Our service also includes professional and dedicated local estate agents.

As a Collections Advisor, you will play a crucial role in ensuring timely collections of due payments from our valued customers. Your responsibilities will involve investigating the sources of payments, meeting collection targets, and adhering to Service Level Agreements (SLAs) for contact attempts and timeframes. Additionally, you will maintain effective communication with stakeholders, providing insightful updates and handling objections professionally. This is a hybrid role, with the expectation of spending 2-3 days per week at our Hinckley office.

Key Responsibilities:

– Proactively collect due payments from customers through various communication channels.

– Investigate and verify the sources of payments to ensure accurate and timely processing.

– Meet collection targets and KPIs set by the company to contribute to overall business success.

– Comply with SLAs for contact attempts and timeframes, ensuring prompt follow-ups with customers.

– Keep stakeholders informed about the progress of collections efforts and provide insightful reports.

– Demonstrate expertise in handling objections, finding solutions, and maintaining a positive customer experience throughout the collections process.

– Utilise strong verbal communication skills to engage effectively with customers and negotiate payment arrangements.

– Demonstrate excellent written communication skills in documenting interactions, agreements, and case details accurately.

– Collaborate with internal teams, such as finance and customer service, to address customer inquiries and resolve issues promptly.

– Use analytical and numerical skills to analyse customer accounts, payment histories, and outstanding balances.

– Leverage understanding of the property industry to tailor collections strategies for customers in this sector.

– Maintain accurate and up-to-date records of collection efforts and customer interactions.

In addition to the above, the Collections team also supports the business with our customer resolutions function, including:

– Processing refunds in accordance with company policies.

– Facilitating package changes as requested by customers.

– Addressing payment queries and providing timely and accurate information to customers.

– Generating contracts as part of the overall customer resolution process.

Requirements:

– Previous experience as a collections agent is desired.

– Knowledge of the property industry is useful in understanding customer needs and tailoring collections approaches.

– Strong numerical skills to analyse and interpret financial data related to customer accounts.

– Excellent verbal communication skills to engage with customers professionally and handle objections effectively.

– Outstanding written communication skills for documenting interactions and maintaining clear case records.

– Ability to meet collection targets and work within specified SLAs.

– Highly organised, self-motivated, and able to work independently in a hybrid work environment.

– Proficiency in using collections software and CRM tools.

– Understanding of relevant regulations and compliance requirements related to collections.

What’s On Offer:

– Competitive salary (dependent on experience) and bonus incentives based on meeting collection targets.

– Hybrid working (2-3 days per week based at our Hinckley office)

– Access to training and development programs to enhance collections and customer service skills.

– Fun, diverse, and inclusive company culture, with a forward-thinking approach to employee engagement.

– 22 days holiday allowance and enrolment into an Aviva Workplace Pension Scheme (Option to opt-out).

– Group Discounts for various retailers across categories like getaways, groceries, fashion, electronics, food & drink, entertainment, and health and wellbeing.

– Refer a friend bonus scheme.

If you possess the necessary skills and experience for this role and are excited to join a dynamic and customer-focused team, we would love to hear from you. Please submit your resume and a cover letter outlining your relevant experience and why you believe you are a strong fit for this position.