Collections Agent

Connect Recruitment Consultants Ltd; Windsor; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Bonus scheme

Additional benefits package

Job summary

Connect Recruitment Consultants Ltd is seeking a Collections Agent in Windsor to manage and recover debts within the banking and finance sector. You will proactively contact customers to negotiate repayment plans while ensuring compliance and delivering a professional customer experience.

The role requires five years in collections or debt recovery, strong negotiation skills, and knowledge of FCA guidelines.

Qualifications

• Proven experience in debt collection or related customer service.
• Strong communication and negotiation skills.
• Knowledge of FCA guidelines and banking regulations.
• Ability to manage multiple accounts and deadlines with accuracy.

Responsibilities

• Contact customers to discuss overdue payments and arrange repayment plans.
• Assess financial circumstances to offer suitable 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.
• Identify ways to improve collection processes.

Skills

Communication skills

Negotiation

Debt collection

Regulatory compliance

CRM systems

Microsoft Office

Record keeping

Time management

Education

GCSEs including English and Maths

Finance or business administration training

Tools

CRM systems

Microsoft Office

Automated dialing systems

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

Salary

£30,000 - £35,000 per annum plus Bonuses

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