Collections Agent

Anderson Knight; Glasgow; On-site; GBP 23,000 - 25,000; Full time

Job summary

An established industry player is seeking a dedicated Collections Agent to assist customers in resolving payment issues. This role is crucial in managing accounts in arrears and ensuring compliance with company policies and regulations. You'll engage with customers through inbound and outbound calls, providing them with tailored solutions while maintaining high performance standards. With a hybrid working model after training, this position offers a balance of office and home working. Join a team that values transparency and customer fairness, and enjoy generous benefits including a bonus scheme and additional holiday for your birthday.

Benefits

33 days of holiday

Extra day off on your birthday

Discretionary bonus scheme

15% pension contributions

Eyecare and private medical insurance

Qualifications

• Previous experience in collections or a similar role is preferred.
• Strong attention to detail and customer service experience is essential.

Responsibilities

• Manage customer accounts in arrears, working towards fair resolutions.
• Handle inbound and outbound collection calls professionally.

Skills

Customer Service

Negotiation Skills

Attention to Detail

Telephone Communication

Education

Experience in Collections

Understanding of TCF Principles

Job description

Anderson Knight is hiring a Collections Agent on behalf of a leading financial services organisation. This role involves assisting customers who have fallen behind on their payments, helping them explore solutions that lead to positive outcomes.

Shifts are assigned on a rotational basis to ensure full-service coverage. Flexibility is essential.

1. Monday to Friday: On rotation - 8am-4pm, 9am-5pm, 10am-6pm, 11am-7pm, 12pm-8pm
2. Saturdays are required 1 in every 4 weeks and that day is given back in lieu.
3. Hybrid working is available after completing a 5-6-week training programme which looks like 2 days in the office and 3 days at home.

Key Responsibilities:

1. Carry out collections activities in line with company policies, procedures, and regulatory requirements.
2. Manage customer accounts in arrears, working towards fair and positive resolutions while minimising financial losses.
3. Handle inbound and outbound collection calls professionally, ensuring accurate record-keeping.
4. Maintain high performance standards, proactively addressing challenges and meeting targets.
5. Conduct thorough income and expenditure assessments to determine suitable repayment plans.
6. Demonstrate excellent telephone communication skills, building rapport and negotiating effectively to achieve the best outcomes for customers.

Requirements:

1. Previous experience in collections or a similar role is preferred.
2. Understanding of Treating Customers Fairly (TCF) principles.
3. A positive, open, and transparent approach to work.
4. Strong attention to detail.
5. Essential customer service experience.

Benefits:

1. 33 days of holiday (25 days annual leave + 8 public holidays).
2. An extra day off on your birthday.
3. Discretionary bonus scheme.
4. 15% pension contributions.
5. Eyecare and private medical insurance (PMI).

Salary:

£23,000 - £25,000 DOE.

If you're interested in this opportunity, please submit your CV in confidence.