Customer Service Executive, Collections - German or Czech/Slovak Speaking

Liberis; Nottingham; On-site; GBP 26,000 - 34,000; Full time

Job summary

Liberis is seeking a Collections Agent to join our in-house collections team in the UK market. You will steer a diverse receivables book toward recovery, maintaining accuracy and timeliness while ensuring customers have a positive experience.

The role requires English fluency and a second language, prior collections experience, and the ability to self-manage and prioritise tasks, with a focus on process improvement and fairness in all interactions.

Qualifications

• Experience within a collections team, preferably SME collections.
• Fluency in English and one additional language (German, Czech, or Slovak).
• Ability to self-manage and prioritise tasks effectively.
• Excellent interpersonal communication skills and high integrity.

Responsibilities

• Daily monitoring of the receivables book to identify underperforming and inactive customers.
• Investigate reasons for inactivity and identify efficient rehabilitation solutions.
• Directly contact customers via phone and email to re-engage accounts.
• Liaise with customers through legal letters when necessary to communicate our position.
• Help keep defaulting account volumes within budget by recommending cost-effective collection tactics.
• Advocate for customer fairness and uphold Liberis' customer-centric values.
• Operate with independence while prioritising workload, supported by the team and managers.

Skills

English fluency

Additional language (German / Czech //

Collections experience

Self-management

Interpersonal skills

Integrity

Attention to detail

Process improvement

Tools

Excel

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.