Collections Support Agent

Jobtailor; Manchester; On-site; GBP 24,000 - 30,000; Full time

Job summary

Jobtailor is recruiting for a collections and customer service role based in Manchester. You will support customers across chat, phone, email, and written communications, tailoring help for vulnerable customers with sensitivity and care.

You’ll actively listen, assess situations, and agree sustainable solutions while maintaining accurate records and meeting KPIs and SLAs. Ideal candidates have experience in collections or financial services, strong communication skills, and familiarity with

Qualifications

• Experience in collections or customer service, ideally within credit cards or lending.
• Understanding of financial services regulations related to collections.
• Strong verbal and written communication skills.
• Confidence working in a fast-paced, evolving environment.
• Familiarity with call centre technologies, including diallers and customer portals.
• Proactive problem-solving mindset.
• Ability to support customers experiencing arrears, overlimit, persistent debt, and vulnerability.
• Ability to meet quality, compliance, KPI, and SLA standards.

Responsibilities

• Support customers across collections channels including chat, phone, email, and written communication.
• Listen actively and assess customer situations to agree sustainable, affordable solutions.
• Tailor support for vulnerable customers with sensitivity and care.
• Share ideas to improve processes and adapt quickly to change.
• Manage varied workloads and solve problems with confidence and creativity.
• Keep accurate records in line with company and regulatory standards.
• Share customer feedback to support continuous improvement.
• Meet quality and compliance standards while delivering outstanding service.
• Collaborate with the team to meet goals and support one another.
• Stay informed about products, services, and operational updates.
• Work towards individual and team KPIs and SLAs.

Skills

Experience in collections or customer

Tools

Diallers

Customer Portals

Job description

• Support customers across collections channels including chat, phone, email, and written communication
• Listen actively and assess customer situations to agree sustainable, affordable solutions
• Tailor support for vulnerable customers with sensitivity and care
• Share ideas to improve processes and adapt quickly to change
• Manage varied workloads and solve problems with confidence and creativity
• Keep accurate records in line with company and regulatory standards
• Share customer feedback to support continuous improvement
• Meet quality and compliance standards while delivering outstanding service
• Collaborate with the team to meet goals and support one another
• Stay informed about products, services, and operational updates
• Work towards individual and team KPIs and SLAs

Requirements

• Experience in collections or customer service, ideally within credit cards or lending
• Understanding of financial services regulations related to collections
• Strong verbal and written communication skills
• Confidence working in a fast-paced, evolving environment
• Familiarity with call centre technologies, including diallers and customer portals
• Proactive problem-solving mindset
• Ability to support customers experiencing arrears, overlimit, persistent debt, and vulnerability
• Ability to meet quality, compliance, KPI, and SLA standards

Core Competencies

Demonstrates expertise in customer support across various channels, with a strong focus on compliance and quality standards in the financial services sector. Capable of proactive problem-solving and adapting to fast-paced environments while maintaining sensitivity towards vulnerable customers.

Highest-signal resume keywords

• Customer Service Experience
• Financial Services Regulations
• Verbal And Written Communication Skills
• Call Centre Technologies Familiarity
• Proactive Problem-Solving Mindset

ATS Optimization Keywords

Hard Skills

• Collections Experience
• Understanding Of Financial Services Regulations
• Quality And Compliance Standards
• KPI And SLA Achievement
• Record Keeping

Soft Skills

• Active Listening
• Sensitivity And Care
• Confidence In Problem Solving
• Adaptability To Change
• Collaboration

Industry Keywords

• Collections Channels
• Customer Feedback
• Vulnerable Customers
• Arrears
• Persistent Debt

Tools & Technologies

• Diallers
• Customer Portals