Collections Agent

Huntress; Essex; Sur place; GBP 24 000 - 29 000; Plein temps

Résumé du poste

Huntress is seeking a confident Collections Agent to join a client team in a UK office. The role involves speaking with customers about arrears, processing payments and arranging sustainable payment plans. You will handle inbound and outbound calls with tact and professionalism.

Applicants should have experience in contact centres or debt recovery, strong communication and negotiation skills, attention to detail, and the ability to work under pressure while maintaining confidentiality.

Qualifications

• Experience in contact centre, collections, debt recovery or customer service.
• Excellent listening and communication with negotiation skills.
• Professional telephone manner and attention to detail.
• Ability to work under pressure and manage priorities.

Responsabilités

• Process customer payments accurately according to procedures.
• Negotiate sustainable payment arrangements where needed.
• Handle inbound and outbound calls regarding debts and enforcement.
• Conduct outbound calls to prompt resolution of accounts.
• Explain debt recovery processes clearly and answer queries.
• Maintain accurate call notes and update accounts.
• Maintain confidentiality and handle sensitive information.
• Work independently and manage workload effectively.

Connaissances

Active listening

Negotiation

Communication

Telephone etiquette

Attention to detail

Time management

Description du poste

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. PLEASE NOTE! You should make yourself aware of how immigration laws apply to your situation before applying for any jobs. We are acting as a Recruitment Business in relation to this role.