Collections Executive

InterQuest Solutions; Wolverhampton; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

A leading specialist mortgage lender in Wolverhampton is seeking a Collections Executive to manage financial support activities. The role involves negotiating payment arrangements, ensuring high customer service, and identifying vulnerable customers. The position offers a competitive salary, annual bonus, and various employee benefits.

Benefits

28 days annual leave plus bank holidays

Access to Private Medical Insurance

Cycle Purchase scheme

Technology Purchase scheme

Season Ticket Loan

Employee Perk Portals

Qualifications

• Previous experience in a financial support or arrears role.
• Strong verbal negotiation and communication skills.

Responsibilities

• Communicating with customers to understand their financial situation.
• Negotiating payment arrangements to minimize bad debts.
• Updating system notes to reflect customer conversations.

Skills

Negotiation

Communication

Empathy

Listening

Job description

Our client is a leading specialist mortgage lender who provide award winning products. Due to expansion, they’re looking to recruit a Collections Executive paying between £26,500 and £28,000, plus up to a 12.5% annual bonus. This is to be based from their office in Wolverhampton, where they have a hybrid working policy in place.

You will undertake all aspects of financial support activity utilising inbound and outbound technology. Confidently negotiating payment arrangements or alternative solutions for individual customer situations, to minimise bad debts.

What is expected of the Collections Executive?

• Communicating effectively with customers to understand their financial situation, asking exploratory questions to ensure a thorough understanding of their circumstances to agree suitable arrangements for repayment
• Using a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and letters
• Ensuring a consistently high level of customer service through all communication methods, using appropriate tools and methods available
• Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey – examples of this could include looking at reduced payments and other forms of forbearance to referring to management to apply for eviction dates.
• Identifying customers that show signs of vulnerability and working within the Group’s framework to ensure suitable steps are taken
• Updating system notes to accurately reflect the conversation with the customer
• Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling and effectiveness

What we look for in a Collections Specialist?

• Previous experience in a financial support or arrears role
• Comfortable speaking to customers on the phone
• Strong verbal negotiation, communication, empathy and listening skills

What the Collections will receive?

• Between £26,500 and £28,000
• Up to 12.5% annual bonus
• 28 days annual leave plus bank holidays
• Access to Private Medical Insurance and Medical Cash Plan
• Additional benefits such as Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and save as you earn scheme.

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.

For more information about this role, please contact:

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