Collections Agent (Phone Based) Derby

Negotiable up to GBP21,000
10 Nov 2016
05 Dec 2016
Contract Type
Full Time
Job Title: Collections Agent (Phone Based)
Sector: Financial Services
Based: Derby, East Midlands
Permanent Role
Salary: From GBP19,000 to GBP21,000 (depending on experience)


Our client is a well-established Financial Services sector organisation, who provides consumer finance. As part of ongoing expansion, they are looking to appoint a Collections Agent to join their growing team in what is a fast-paced role.
Although Colllections / Financial Services experience would be great, we are also happy to consider individuals from different employment backgrounds who can display transferable skills (e.g sales or target driven customer service.)

Reporting to the Collections Manager, the Collections Agent will:

- Manage inbound & outbound calls with delinquent customers who may be experiencing financial difficulties & work with them to understand their financial circumstances, ensure accounts are brought back up to date as quickly as possible & set realistic repayment plans where applicable
- Deliver a consistent and professional level of customer service at all times
- Help minimise contractual delinquency & bad debt

Key Responsibilities :

- Effectively manage a daily workload, working a diary system to ensure regular contact attempts are made & that instructions on the account are followed up
- Negotiate payment arrangements with delinquent customers whilst understanding their circumstances & resolve issues in a manner that is sensitive to their needs, whilst managing expectations & adhering to company guidelines
- Input customer related data accurately and efficiently
- Actively resolve disputes/complaints & escalate any issues to the Collections Management
- Explain the terms and conditions of credit agreements and collections charges tariffs as appropriate
- Respond promptly with service level guidelines to customer e-mails & letters
- Comply with Data Protection Guidelines & the requirements of the Data Protection Act for all customers & co-workers
- Ensure that company policy & procedures are followed at all times
- Display commitment to Treating Customers Fairly
- Be accountable for individual key performance indicators

Business/Systems Knowledge:

- Financial services industry knowledge (beneficial / not essential)
- Ability to use basic Microsoft software; Outlook, Word and Excel

Personal Profile:

- Exceptional telephone & customer service skills
- First class negotiation & questioning skills
- Takes ownership & provides solutions
- Confident communicator - written & verbal
- Good attention to detail & data accuracy
- Team Player
- Flexible & adaptable to meet business needs
- Hard working & committed to achieving individual KPI targets

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