Collections Specialist

Stellar Select; Catcliffe; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Great culture

Scottish Widows Pension Scheme

Westfield Health Cover - optional

PAM assist - Occupational Health and E

22 days holiday plus bank holidays

Attendance Bonus

Monthly incentive scheme along with,},

regular outings, breakfasts and lunche

Job summary

Stellar Select is seeking an experienced Collections Specialist in the United Kingdom to support customers in arrears and manage secured lending portfolios. You will contact customers, assess affordability, and negotiate repayment plans within a small, collaborative team.

The role requires empathy and strong communication, with a focus on mitigating arrears while following FCA guidelines. Excellent team players with solid MS Word/Excel skills will fit well in our culture.

Qualifications

• Excellent customer service skills.
• Empathise with customers whilst maintaining a professional approach.
• Ability to work and meet expectations, working towards individual and team targets.
• Excellent team player with strong organisation and processing skills.
• Experience in a dedicated Collections role within the secured lending sector.

Responsibilities

• Contact customers who have missed repayments by phone, email or letter to discuss and negotiate a repayment plan.
• Discuss income and expenditure with customers as part of an ongoing payment plan.
• Monitor existing arrangements to ensure agreements are maintained and reviewed.
• Build strong relationships with customers, identify vulnerability and understand circumstances.
• Provide management with updated reports on cases and information.
• Adhere to FCA guidelines on treating customers fairly in arrears.
• Liaise with external agencies to obtain the best outcome for the customer.
• Negotiate with customers to reschedule borrowing and handle processing and documentation.
• Cover for colleagues when absent through holidays or sickness.

Skills

Customer service

Empathy

Targets

Team player

Collections experience

Tools

Microsoft Word/Excel

Job description

Job Title: Collections Specialist

Location: Rotherham

Salary: 26,000 to 32,000 depending on experience

Hours: Monday to Friday 9 am to 5.30 pm (one day a week, working 9.3am to 6 pm, arranged on a rota basis within the team)

Benefits:

• Great culture
• Scottish Widows Pension Scheme
• Westfield Health Cover - optional contribution
• PAM assist - Occupational Health and Employee Assistance programme
• 22 days holiday plus bank holidays
• Attendance Bonus
• Monthly incentive scheme along with regular outings, breakfasts and lunches

About the position of Collections Specialist:

We have a great opportunity for an experienced Collector with an established lender. The position requires experience in assisting vulnerable customers with empathy, getting to the root of the arrears and assessing the best solution to manage the arrears. Working in a small and friendly team, the ideal candidate will experienced in secured lending collections/arrears.

Responsibilities for the role of Collections Specialist:

• To contact customers who have missed repayments either by telephone, e-mail or letter, identify reasons why payments have been missed and discuss and negotiate a repayment plan.
• Discuss income and expenditure with customers as part of an ongoing payment plan.
• Monitor existing arrangements with customers to ensure agreements are being maintained and reviewed regularly.
• Build strong relationships with customers, be able to identify and deal with vulnerability and gain an understanding of their current circumstances.
• Provide management with updated reports on cases and any other information.
• To adhere to set guidelines from the FCA regarding treating customers fairly when in arrears.
• To liaise with various outside agencies to obtain the best outcome for the customer.
• Negotiate with customers for re-scheduling of their existing borrowing dealing with all processing and documentation.
• To be prepared to cover for colleagues when absent through holidays or sickness.

Experience and skills required for the role of Collections Specialist:

• Excellent customer service skills.
• The ability to empathise with customers whilst maintaining a professional approach to customers and their circumstances.
• Ability to work and meet expectations, working in conjunction with individual and team targets.
• Excellent team player, incorporating organisation and processing skills.
• Knowledge of Microsoft Word/Excel packages with the ability to develop skills in this area.
• Experience in working within a dedicated Collections role within the secured lending sector