Customer Service Executive - Collections

Liberis; Nottingham; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Liberis, based in the UK, is building a global Collections team to support SME growth by responsibly recovering receivables while delivering a positive customer experience.

We are seeking a Collections Agent to own the in-house collection process: monitor accounts, engage customers by phone and email, and implement practical solutions to rehabilitate those in arrears, with hybrid work 3-4 days in the office.

Qualifications

• Experience in a collections team, preferably SME collections.
• Self-management and ability to prioritise tasks.
• Excellent interpersonal communication and integrity.
• Proficiency in Excel.

Responsibilities

• Monitor receivables daily to identify underperforming and inactive customers.
• Investigate reasons for inactivity and rehabilitate customers.
• Directly engage customers via phone and email to rekindle engagement.
• Liaise with customers via legal letters when needed.
• Help keep defaulting accounts within budget by strategic actions.
• Act as a fairness ambassador in all customer interactions.
• Work autonomously while collaborating with the team.

Skills

English + second language

Excel

Collections experience

Job description

At Liberis, our mission is to empower small and medium-sized businesses by removing finance as a friction to growth, delivering contextual, embedded financial solutions to support merchants at every stage of their business lifecycle.

The team

We are the Collections team! A dedicated group with a clear mission: to assist customers facing financial challenges and guide them back to good standing wherever possible. With team members based in the UK, Sweden, Germany and the US, we are looking for an enthusiastic Collections Agent to join our rapidly growing global Collections team and support Liberis’ growth in the UK market!

Who are you?

As a Collections Agent, you’ll take the helm in our in-house collection process, steering a diverse receivables book toward success. Your mission: to maintain impeccable standards of accuracy and timeliness, driving up collection rates while ensuring every customer enjoys a top-notch experience.

Responsibilities

• Conducting daily monitoring into our receivables book to uncover underperforming and inactive customers, using your sharp analytical skills to identify patterns and opportunities.
• Solving puzzles: diving deep in to the why behind customer inactivity, utilising a variety of resources to uncover the most efficient solutions for rehabilitating these customers
• Direct engagement: connecting directly with our customers through daily phone calls and emails, bringing energy and enthusiasm to every interactions as you work to reignite their engagement.
• Legal liaison: contacting customers we’ve been unable to reach via legal letters, to ensure our message is clear and our approach is effective.
• Take charge in ensuring that defaulting account volumes stay within budget limits by strategising and implementing tactics to minimise the need for accounts to be sent for Debt Collection.
• Fairness Ambassador: above all, you’ll champion our commitment to treating customers fairly, ensuring that every action you take reflects the Liberis behaviours and strengthens our customer relationships.
• Thrive in an environment that encourages independent decision-making and have the autonomy to manage and prioritise your daily workload, while always having the support of your team and line managers.

We think you’ll need

We’re seeking a dynamic individual with a blend of skills and experiences that will make them an invaluable asset to our team:

• Fluency in the English language and one additional (German, Czech or Slovak).
• Demonstrated experience within a collections team, preferably in SME collections.
• A proven ability to self-manage and prioritise tasks effectively.
• Excellent interpersonal communication skills, enabling seamless interactions with individuals at all levels.
• High level of integrity in all actions and decisions.
• Proficiency in Excel.
• Keen attention to detail to ensure accuracy and precision in all tasks.
• Ability to identify and propose improvements to processes and procedures.

Our hybrid approach

Working together in person helps us move faster, collaborate better, and build a great Liberis culture. Our hybrid working policy requires team members to be in the office at least 3 days a week, but ideally 4 days. At Liberis, we embrace flexibility as a core part of our culture, while also valuing the importance of the time our teams spend together in the office.

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