Collections Agent

Billing Finance Limited; Northampton; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Discretionary bonus

Electric Vehicle salary sacrifice

Pension salary sacrifice

Private Medical

Income Protection

Employee Assistance Programme

Job summary

Billing Finance Limited is seeking a customer-facing collections advisor in Northampton. You will support customers daily, answer questions, and understand arrears to help them regain financial health.

You’ll work within the team to prioritise work and deliver first-class outcomes, including difficult decisions when affordability is a concern. Previous consumer credit experience is a bonus; the role emphasises clear communication and proactive engagement with customers to reach affordable

Qualifications

• Experience dealing with customers over the phone.
• Experience in a consumer credit environment is a bonus.

Responsibilities

• Manage a daily queue system of allocated accounts.
• Contact customers in arrears to determine their situation and agree a repayment plan where appropriate.
• Offer forbearance options when a repayment plan is not suitable.
• Respond to customer letters, texts and emails.
• Liaise with debt management agencies as needed.
• Take manual payments over the telephone.
• Take inbound calls about their agreement.
• Liaise with other departments to manage situations.
• Review customer credit file information.
• Perform any other ad hoc duties.

Skills

Phone support

Customer service

Communication skills

Empathy

Questioning

Job description

• Are you a curious person who is comfortable asking questions?
• Have you got experience of dealing with customers over the phone?
• Are you empathetic and committed to providing a first‑class customer experience?

About the Role.

You’ll be supporting our customers on a day‑to‑day basis, answering any questions they may have as well as understanding why they have fallen into arrears; making sure that they are provided with appropriate solutions to help them to manage their finance agreement with us and improve their financial health.

You’ll enjoy talking to customers and you’re inquisitive with strong communication skills and along with the rest of our Collections team, you’ll focus on good customer outcomes and are able to proactively manage and prioritise your work.

You’ve the ability to recognise that sometimes, delivering the right customer outcome involves making those more difficult decisions where it is evident that the agreement is no longer affordable for the customer.

If you’ve worked in a consumer credit environment previously that would be a bonus.

Responsibilities:

• Manage a daily queue system of allocated accounts.
• Contact customers when they have arrears via telephone, email, text and letter to determine their situation, primarily focused on obtaining payments or agreeing a repayment plan (where appropriate) in keeping with company policies and customer affordability.
• Offer alternative forbearance options to customers where a repayment plan/payment is not the right option for the customer.
• Respond to customer letters, text and email queries.
• Liaise with debt management agencies where appropriate.
• Take manual payments over the telephone.
• Take inbound calls from customers regarding their agreement.
• Liaise with other departments where necessary to effectively manage situations.
• Review customer credit files information.
• Any other ad hoc duties

You’ll work 37.5 hours each week, with shifts allocated between 8.00am – 8.00pm and will work one Saturday morning (9am - 1pm) every 4 weeks.

About Billing Finance

Billing Finance is a privately owned, family run vehicle financing Company based on the outskirts of Northampton. We focus on customers with non-standard credit profiles that may not fit the automated underwriting processes of other lenders. Our mission is to help get all our people, including customers and staff “where they need to be” by “putting them at the heart of everything we do”. We are entering an exciting phase of transformation and as a small company, this role will offer the successful candidate the opportunity to work across the whole customer journey cycle, and to directly see the impacts that they made.

Our values are:

• We are responsible – We are conscious of our impact on people and planet
• We care about you – We are kind and compassionate with our customers and with each other
• We work with you – We support financial wellbeing for our customers and the wider community

The successful candidate will not only have a successful and fulfilling career with us but will also receive a fantastic range of benefits:

• Discretionary bonus scheme
• Electric Vehicle salary sacrifice scheme
• Pension salary sacrifice scheme
• Private Medical
• Income Protection
• Employee Assistance Programme

The Recruitment Process and How We Will Use Your Data

The recruitment process will involve obtaining information and/or exchanging it with the following organisations to assist with our pre‑employment checks prior to interview.

• Credit Reference Agencies – to complete a soft credit check to understand your financial history
• CIFAS – to check both National and Internal databases for fraudulent activity. The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found here https://www.cifas.org.uk/fpn .

To complete these checks, you will be asked to provide your address history for the past six years, along with your full name and date of birth.

The successful candidate will be required to undergo a Basic DBS check to comply with our FCA compliance framework. A satisfactory Basic Disclosure showing no unspent convictions is a prerequisite for this position.

We may also ask for proof of your right to work status or evidence of any qualification or experience prior to being offered employment. Further information on how we collect and use your data during the recruitment process can be found in our Recruitment Privacy Policy here https://billingfinance.co.uk/privacy-policy/

Billing Finance is an equal opportunities employer, and we understand that for some candidates to perform their best they may need some reasonable adjustments. If we can make your application journey with us more suitable for you, please do let us know and we will endeavour to help.