Collections Agent

Connect Recruitment; Windsor; On-site; GBP 24,000 - 33,000; Full time

Benefits offered by this job

Bonus scheme

Additional benefits package

Job summary

Connect Recruitment is seeking a Collections Agent in Windsor to manage and recover debts within the banking and finance sector. You will contact customers by telephone or email to discuss overdue payments and arrange repayment plans.

This role requires clear negotiation, regulatory compliance with FCA guidelines, and accurate record keeping. You will monitor accounts, collaborate with internal teams, and provide reports on collection activity and performance metrics to support business goals.

Qualifications

• Proven experience in debt collection or related customer service.
• Strong communication and negotiation skills.
• Knowledge of FCA guidelines and banking regulations.
• Proficient IT skills and CRM experience.
• Excellent record keeping and attention to detail.

Responsibilities

• Contact customers to discuss overdue payments and arrange repayment plans.
• Assess financial circumstances to offer suitable repayment options.
• Maintain records of interactions and payment arrangements.
• Monitor accounts and follow up on missed payments.
• Collaborate with internal teams to resolve disputes.
• Ensure compliance with legislation and company policies.
• Provide reports on collection activities and metrics.
• Demonstrate empathy and professionalism with customers in financial distress.
• Identify opportunities to improve collection processes.

Skills

Communication skills

Negotiation skills

Regulatory knowledge

IT skills

Organisation

Attention to detail

Education

GCSEs including English and Maths

Finance or business administration education advantageous

Tools

CRM software

MS Office

Job description

Collections Agent

Location

South East England, Berkshire, Windsor

Job Type

Permanent, Full-Time

Industry

Primary: Banking and Finance Secondary: Customer Service and Call Centres

Benefits

• Bonus scheme
• Additional benefits package

Job Description

The Collections Agent is responsible for managing and recovering outstanding debts within the banking and finance sector. The role requires proactive communication with customers to negotiate repayment plans and resolve overdue accounts in a professional and courteous manner. The Collections Agent works to maintain compliance with relevant regulations and internal policies while ensuring a positive customer experience.

Job Duties

• Contact customers via telephone, email, or written correspondence to discuss overdue payments and arrange repayment plans.
• Assess customers’ financial circumstances to offer suitable repayment options.
• Maintain accurate and up-to-date records of all customer interactions and payment arrangements.
• Monitor accounts and follow up on missed payments promptly to reduce risk of default.
• Collaborate with internal teams to resolve disputes or discrepancies on accounts.
• Ensure compliance with all relevant legislation, regulatory requirements, and company policies related to debt collection.
• Provide clear and concise reports on collection activities and performance metrics.
• Demonstrate empathy and professionalism when dealing with customers experiencing financial difficulties.
• Identify opportunities to improve collection processes and customer engagement methods.

Required Qualifications

• Proven experience in debt collection, financial services, or a related customer service environment.
• Strong communication and negotiation skills.
• Ability to handle challenging conversations with tact and professionalism.
• Sound knowledge of relevant legislation and compliance standards within the banking and finance sector.
• Competent IT skills, including experience with customer relationship management systems and Microsoft Office applications.
• Organised with the ability to manage multiple accounts and deadlines effectively.
• Attention to detail and accuracy in record keeping.

Education

• Minimum of GCSEs or equivalent qualifications, including English and Mathematics.
• Further education or training in finance, business administration, or a related field is advantageous.

Experience

• At least five years of experience in collections or debt recovery within the banking, finance, or customer service sectors.
• Experience working with vulnerable customers or those in financial distress is beneficial.

Knowledge and Skills

• Familiarity with debt collection practises and regulatory frameworks such as the Financial Conduct Authority guidelines.
• Excellent interpersonal and listening skills to build rapport and trust with customers.
• Strong problem-solving ability and resilience in a target-driven environment.
• Time management skills to prioritise workload efficiently.
• Capability to work independently and as part of a team.

Preferred Qualifications

• Certification in debt collection or credit management.
• Previous experience using automated dialling systems and customer account management software.
• Knowledge of financial products and services offered by banks and lenders.

Working Conditions

Office-based role located in Windsor, Berkshire, with standard working hours Monday to Friday 8.30 to 5pm. Occasional requirement to work additional hours to meet deadlines or targets. Work involves frequent telephone communication and computer use. Supportive workplace environment with access to training and development opportunities