Collections Agent

Jobtailor; Preston; On-site; GBP 21,000 - 27,000; Full time

Job summary

Jobtailor in Preston is seeking a dedicated customer support adviser to resolve inquiries at first contact and educate customers on service options. You will work within a regulated collections context, documenting data accurately and supporting vulnerable customers with fair outcomes.

Ideal candidates are analytical, empathetic, and comfortable navigating multiple systems, handling calls and emails with precision, and continuously improving through coaching and training.

Qualifications

• Analytical, investigatory and problem-solving skills.
• Empathy and ownership of customers and their financial position.
• Resilience handling customers' personal financial situations and complaints.
• Confident on the telephone to understand customers' circumstances.
• Ability to make decisions to support customers.
• Navigate multiple systems.
• Strong literacy and numeracy for emails and finances.
• Ownership of training and competence requirements.
• Positive attitude toward change and growth.
• Ability to work independently and in a small team.

Responsibilities

• Provide first point of contact and resolve customer issues.
• Educate customers on alternative options for the service.
• Ensure regulatory compliance during collections and secure payment commitments.
• Document customer data accurately using online systems, with data privacy in mind.
• Understand customer financial situations to offer fair outcomes, including vulnerable customers.
• Build rapport, show empathy, and deliver excellent customer service.
• Handle inbound and outbound calls and emails professionally.
• Provide accurate financial calculations in responses.
• Pursue learning, coaching and development to improve skills.

Skills

Analytical skills

Empathy

Problem-solving

Regulatory compliance

Customer service

Communication

Telephone skills

Data privacy

Ownership

Resilience

Tools

Online systems

Job description

Providing a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported
Ensuring regulatory compliance in the case of collections activity, determining reason for customer payment delinquency and obtains payment commitment.
Using online systems to accurately document customer account information, adhering to data privacy legislation.
Understand the customers financial situation, providing options and solutions, ensure fair outcomes, including for our vulnerable customers.
Build rapport, empathise, and have meaningful conversations with our customers to deliver excellent customer service.
Handle customer telephone calls (both inbound and outbound) and interactions in an efficient, effective, and professional manner.
Responding to customers emails and providing accurate financial calculations.
Embrace learning, coaching and development to continuously improve your skills and capability.

Requirements

• Analytical, investigatory and problem-solving skills.
• Ability to demonstrate empathy and ownership of customers and their financial position.
• Resilience in handling customer’s personal financial situations and complaint handling.
• Confident and comfortable speaking and asking questions on the telephone to gain a full understanding of our customers circumstances.
• Be able to make decisions to best support customers.
• Navigating around multiple systems.
• Good literacy and numeracy skills. These will be required for email correspondence and calculating finances.
• Proactively taking ownership of own training and competence requirements.
• A positive attitude towards change and a desire to grow to be the best you can be.
• Can work independently and as part of a small team of around 12 people.

Core Competencies

Demonstrates strong analytical and problem-solving skills while providing excellent customer service and ensuring regulatory compliance. Capable of navigating multiple systems and effectively communicating with customers to understand their financial situations and deliver fair outcomes.

Highest-signal resume keywords

• Analytical Skills
• Empathy
• Regulatory Compliance
• Customer Service
• Problem-Solving Skills

ATS Optimization Keywords

Hard Skills

• Financial Calculations
• Data Privacy Legislation
• Email Correspondence
• Documenting Customer Information
• Collections Activity

Soft Skills

• Resilience
• Ownership
• Positive Attitude
• Effective Communication
• Team Collaboration

Industry Keywords

• Customer Interaction
• Payment Delinquency
• Vulnerable Customers
• Complaint Handling
• Independent Work

Tools & Technologies

• Online Systems