Collections Advisor

New opportunity not to be missed! Our client has an exciting opportunity available for a Full Time Collections Advisor to join their Collections team within their Elland Contact Centre. The successful Collections Advisor will receive a competitive salary of £14,000 - £16,000 per annum plus OTE £30,000

This successful business with two trading brands, the first a leading internet loans company, the second is a retail store network which provides its customers with financial loans and other financial services. They distinguish themselves from their competitors by offering genuine Customer Service, robust operating systems, a state-of-the-art call centre and a track record of new product innovation. Since their inception in 1997 the company have become one of the UK's market leaders in their field with a very strong customer base.

Collections Advisor Main Purpose

To contribute to the overall success of the company by effectively delivering excellent customer service via inbound and outbound calling. Collections Advisors may be required to perform a variety of duties and must be prepared to handle many tasks at once, whilst working within established policies and procedures with the overall intent of providing the best outcome for the customer and the business.

Key Responsibilities of a Collections Advisor include:

- To put the customer first in all instances

- To conduct yourself in a professional manner

- Handle inbound and outbound calls ensuring correct DPA validation process is followed

- Trouble shoots problems and provides the solution for the customer

- Correctly assess customer’s affordability and payment offers to ensure affordable arrangements and set up payment plans accurately

- Recognise customer vulnerability and action to safeguard the customer as appropriate

- Handle and resolve customer complaints – ensuring we deliver “first contact resolution”

- Accurately enter customer information on company systems according to process and policy guidelines

- Identify and escalate priority issues

- Meet or exceed your KPI quality targets

- Meet or exceed your KPI financial targets

- Ensure compliance with all policies and procedures across all business areas

- Any other duties as necessary to ensure the success of the business objectives

Skills and Knowledge required of a Collections Advisor:

- Strong communication skills, both written and verbal, along with a sound work ethic

- Excellent listening and negotiation skills, with particular emphasis on attention to detail

- Ability to multi task & work well under pressure

- To be flexible with a can do attitude

- Excellent team player

- Well-developed organisational skills

- Ability to use own initiative

- Ability to work with others and take direction as necessary

- Proficient in relevant computer applications, along with good key board skills

Experience and Qualifications

- Minimum of 6 months Customer Service, Sales or Collections experience within a contact/call centre