Collections Agent

Huntress; Epping Forest; On-site; GBP 22,000 - 30,000; Full time

Job summary

Huntress is seeking a confident Collections Agent to support ongoing collections activity. The role involves speaking to customers about arrears, processing payments and arranging feasible payment plans.

You will handle challenging conversations professionally and provide clear information on debt recovery options. Key duties include processing payments, negotiating arrangements, and contacting customers via calls to promote engagement.

Qualifications

• Experience in contact centre, collections, debt recovery or customer service environment.
• Excellent listening and communication skills with strong negotiation abilities.
• Confident and professional telephone manner.
• Excellent attention to detail and accurate record-keeping.
• Ability to work under pressure and manage competing priorities.
• Basic computer literacy and confidence using computer systems.

Responsibilities

• Process customer payments accurately and in line with procedures.
• Negotiate and agree sustainable payment arrangements.
• Handle inbound and outbound calls about debts and enforcement action.
• Make outbound calls to encourage engagement and resolution of accounts.
• Explain debt recovery and enforcement processes clearly to customers.
• Maintain confidential handling of sensitive information.

Skills

Contact centre experience

Collections experience

Negotiation

Communication

Telephone manner

Attention to detail

Record keeping

Working under pressure

Basic IT skills

Job description

Collections Agent

Salary: £26,227 per annum

Hours: 37.5 hours per week

Location: Office Based

Operating Hours: Shifts between 8:30am - 6:00pm, Monday to Friday

We are seeking a confident and customer-focused Collections Agent to join our client's team and support ongoing collections activity.

This is a role that requires excellent communication and negotiation skills, with responsibility for speaking to customers regarding outstanding arrears, processing payments and agreeing appropriate payment arrangements where full payment cannot be made.

You will regularly have challenging conversations with customers, so the ability to remain calm, professional and respectful while being confident and assertive is essential. You will also provide clear and accurate information regarding debt recovery and enforcement processes, helping customers understand their position and the options available to them.

Duties will include:

• Processing customer payments accurately and in accordance with company procedures.
• Negotiating and agreeing sustainable payment arrangements where full payment cannot be made, in line with client and business requirements.
• Handling both inbound and outbound calls with customers regarding outstanding debts and enforcement action.
• Conducting outbound calls to encourage engagement and prompt resolution of outstanding accounts.
• Providing clear explanations of debt recovery and enforcement processes and responding confidently to customer queries.
• Managing difficult and, at times, confrontational conversations in a calm, respectful and assertive manner.
• Maintaining accurate and detailed call notes and updating customer accounts with all relevant information.
• Maintaining a high level of confidentiality and integrity when handling sensitive customer information.
• Working independently while managing workload and priorities effectively.

Candidate requirements:

• Previous experience within a contact centre, collections, debt recovery or customer service environment.
• Excellent listening and communication skills with strong negotiation and influencing abilities.
• A confident and professional telephone manner.
• Excellent attention to detail and accurate record-keeping skills.
• The ability to work effectively under pressure and manage competing priorities.
• Basic computer literacy and confidence using computer systems.

Additional Requirements:

• Due to the nature of the role, the successful candidate will be required to undergo relevant pre-employment checks, including DBS and CCJ checks, and must meet the required clearance standards.

Huntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation.

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