Collections Advisor

Salary: £30,000 – £33,600 per year

Start Date: 3Rd Jan ( although a later start can be facilitated)

Role Overview:

Our clients’ ethos is to provide a high-quality service which results in excellent customer service/satisfaction. You will be working in a small, close-knit team, collecting, facilitating and chasing payments from consumers who have credit cards, loans etc. It’s not a call centre environment as they do not subscribe to targets. They truly believe a happy and motivated workforce will produce the best results for them, and more importantly, their customers.

Key responsibilities include:

• Conduct frontline collection services across an array of product portfolios
• Responding to customer queries and resolving issues through multiple channels, including web-chat, email and phone calls. 
• Managing workflow priorities on a case-by-case basis
• Communicate clearly and effectively with vulnerable customers, showing empathy and understanding, whilst remaining focused on the customer journey and experience.
• Liaise with external debt management companies to provide best placed solutions for supporting the customers’ needs
• Suggest ways for process improvements across the platforms you are utilising, on order to enhance the customer journey both in terms of efficiency and satisfaction
• Supporting the wider operational areas with any additional workflow they may require assistance with

Previous experience and skills / qualifications:

• Recent, relevant collections experience, ideally within the financial services industry
• Able to show compassion and empathy to build rapport and create a successful resolution for both customer and company
• Able to remain calm under pressure and resilient in their approach to collecting outstanding arears
• Strong knowledge of litigation, insolvency and debt sale
• You will be a quick learner, but also have strong foundations and experience in interacting with customers, working with both detail and data.

• Excellent communication skills (written and verbal), in order to effectively communicate with customers. Demonstrating warmth, empathy and understanding is crucial.
• Able to understand customer problems and break them down in order to find solutions.
• Strong attention to detail and experience working directly with customers account data as well as any sensitive information.

Benefits:

• Hybrid working
• Great holiday package – with the option to buy/sell holidays
• Good pension contribution
• Life insurance
• SNACKS!
• Private dental, medical and optical insurance