Collections Agent

Onmo; City Of London; On-site; GBP 28,000 - 35,000; Full time

Job summary

A progressive financial service company in London is looking for a dedicated individual to join their team specializing in managing customers with overdue accounts. The role requires excellent communication and negotiation skills to provide exceptional support for those facing financial difficulties. Candidates should have prior experience in customer service or collections. This position offers an opportunity to grow in a supportive, fast-paced environment while helping customers find suitable repayment solutions.

Qualifications

• Experience in customer service or collections is preferred.
• Understanding of credit card products is advantageous.
• Ability to learn quickly.

Responsibilities

• Engage with customers to resolve complex arrears cases.
• Make and receive calls to recover outstanding debts.
• Negotiate repayment solutions based on customer circumstances.
• Maintain relationships with customers throughout the collection's lifecycle.
• Conduct income and expenditure assessments.

Skills

Excellent verbal and written communication skills

Strong negotiation skills

High attention to detail

Ability to handle sensitive financial information

Genuine passion for providing outstanding customer service

Ability to navigate complex customer situations

Education

Previous experience in customer service or collections

Basic understanding of credit card products

Tools

Salesforce

Job description

About Us

Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We may be young but we have an incredible team in place and big ambitions for the years ahead.

We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives. This helps them get more from what they have, or with smart decisions, make more of the same. It also means people spend less time with the negative aspects of money and more on the positive - enjoying what the world has to offer.

About the Role

Join a dedicated and close-knit team that specialises in managing customers with overdue accounts.

Our approach combines professionalism with a strong customer focus, ensuring we provide exceptional support to those experiencing financial difficulties. This position is perfect for individuals with some experience in collections or customer service who are eager to advance their skills in a supportive, fast-paced environment.

Responsibilities

• Engaging with customers to resolve complex arrears cases - you will work with key stakeholders in order to deliver a great customer experience.
• Making and receiving telephone calls, to work with our customers whilst consistently seeing their point of view and finding the best solution for everyone, to recover outstanding debts.
• Negotiating, implementing, and monitoring feasible repayment solutions that consider the customers circumstances while balancing the business's best interests.
• Solving problems, troubleshooting and anything that contributes to continually improving our customer experience throughout the collection’s lifecycle.
• Proactive Contact - maintaining contact and good relationships with our customers throughout the collection’s lifecycle.
• Information Gathering - gaining a great understanding of our customer’s circumstances through various questioning techniques.
• Identify customer vulnerabilities and provide the appropriate support.
• Conduct income and expenditure assessments, and negotiate suitable payment plans with customers facing financial difficulties.
• Address customer queries about their accounts through various communication channels.
• Ensure all collections activities comply with relevant regulations, treat customers fairly, and adhere to company policies and guidelines.

About You

• Excellent verbal and written communication skills, able to engage customers in a friendly and professional manner via various channels.
• Strong negotiation skills, with the ability to sensitively and courageously find the best solutions for customers experiencing financial difficulties.
• High attention to detail, with the ability to accurately document information.
• Ability to handle sensitive financial information with discretion and confidentiality.
• Capable of managing challenging conversations with customers.
• A genuine passion for providing outstanding customer service.
• The ability to navigate complex customer situations and provide clear, empathetic support.

Qualifications and Experience

• Previous experience in customer service or collections is preferred.
• A basic understanding of credit card products and services is advantageous.
• Quick learning ability.
• Experience with Salesforce is a plus, but not required.