Collections Agent

Location
Loughton, Essex, England
Salary
£16000 per annum
Posted
15 Sep 2017
Closes
13 Oct 2017
Ref
00073354
Contact
Recruitment Genius Ltd
Contract Type
Permanent
Hours
Full Time
The Company:
This is an exciting opportunity to join a short-term finance business based in Essex who employ over 150 staff. The company is considered a leader in its market; the level of customer feedback is outstanding and the business won 'Best Short Term Loan Provider' and 'Customer Service Champion' in the 2016 Consumer Credit Awards by Smart Money People.

Main Purpose of the Role:
To contact and work with customers who are overdue on paying their instalment, account balance or agreed repayment plan; supporting each customer in getting their account up to date specific to each individual's circumstance.

Main Duties and Responsibilities:
- Contact customers who have failed to meet their agreed payment date, showing forbearance and support in helping them get their account up to date
- Ensure that all customer accounts are worked through thoroughly, using all available methods of contact while following the Debt Collection Procedure
- Keep up to date with customer call back requests, following through on the agreed actions on each account on time
- Answer all inbound customer calls and respond promptly to customer email communication where applicable
- Keep each account up to date with all communication notes being completed in full detail on the 'dialogue'
- Support colleagues where applicable
- Work towards achieving daily and monthly targets. This includes aiming to contact circa 60 customers per day in your first 2 months and between 70-100 customers after this time
- Work with a flexible approach to the changing demands of the department

This is a summary of the role and the employee is expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business.

Person Specification /Skills/Education and Attributes:
- Good communication skills - both verbal and written
- A compassionate and empathetic approach
- GCSE grade C or above in English and Maths is essential
- Excellent administrative skills
- A knowledge of computers and office software
- Good listening skills
- A personable approach
- Good organisational abilities
- Good numeracy and literacy
- Accuracy and good attention to detail
-The ability to stay calm under pressure
- The confidence to liaise professionally with customers and creditors
- Previous experience in a Collections or Call Centre based role
- Strong negotiation and collection skills.
- Strong customer service ethos.
- Target driven and ability to work under pressure.
- IT literate

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