Collections Agent

Thomas Cook; Cheadle; On-site; GBP 22,000 - 26,000; Full time

Job summary

An exciting opportunity awaits as a Collections Advisor in a dynamic team focused on delivering exceptional customer service. This role involves engaging with customers to manage their loan repayments, negotiating feasible payment plans, and providing support to those in financial difficulty. You will play a crucial role in helping customers navigate their repayment options while achieving business targets. Join a forward-thinking organization that values honesty, integrity, and teamwork, and make a real difference in people's financial journeys. If you are self-motivated, empathetic, and possess excellent communication skills, this position is perfect for you.

Qualifications

• Experience in B2C collections role required.
• Knowledge of Financial Services sector is essential.

Responsibilities

• Communicate with customers via inbound and outbound calls.
• Negotiate payment plans and collect repayments.
• Achieve quality and KPI targets set by the business.

Skills

Customer Service

Communication Skills

Self-motivation

Attention to Detail

Empathy

Workload Management

Job description

Salary: £22k plus bonus (very achievable, up to £900 per month)

Location: Cheadle

Hours: 37.5 hpw between 8am and 7pm Mon – Fri and 1 in 4 Saturday’s

Job Description

This is an exciting opportunity as a Collections Advisor (Account Manager) to join a collections team in Cheadle. The Collections Advisor (Account Manager) job is responsible for collecting payment from customers who have fallen into arrears with their loan repayments. You will have a passion for delivering excellent customer service, be self-motivated and pro-active.

Key Responsibilities

1. Inbound and Outbound telephone communication to Customers
2. Identifying the reasons why customers are unable to maintain their loan repayments
3. Collecting immediate repayments
4. Negotiating payment plans that are appropriate to customer’s circumstances
5. Take ownership of accounts in arrangement to bring the account out of arrears
6. Treat each customer as an individual
7. Achieve quality and KPI targets as set by the business
8. Conducting ‘keeping in touch’ calls with customers who have made payment arrangements
9. Immediately contacting customers who have had bounced / cancelled Direct Debits
10. Promoting Direct Debit as the payment method of choice with customers
11. Processing CPA payments
12. Handling emails for customers in arrears

The Person

1. Experience of working in a B2C collections role required
2. Experience / knowledge of Financial Services sector
3. Experience of working in Debt Management or Collections is desirable

Skills & Behaviours

1. Passion for excellent customer service
2. Prioritise and manage own workload
3. Flexible approach
4. Excellent communication skills with the ability to build rapport
5. Empathetic to customer circumstances, providing reassurance to customers who may be in difficult circumstances
6. Self-motivated and pro-active
7. Accuracy and attention to detail
8. Professional approach

Core Values

1. Honesty
2. Integrity
3. Trustworthy
4. Teamwork

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.