Customer Service Executive, Collections - Spanish or Portuguese Speaking

Liberis; United Kingdom; Sur place; GBP 26 000 - 35 000; Plein temps

Résumé du poste

Liberis empowers small and medium businesses by removing finance friction and delivering embedded financial solutions to support merchants at every stage of their business lifecycle.

The Collections Agent role is part of a global team with members in the UK, Sweden, Germany and the US, focusing on the Spanish or Portuguese markets and driving engagement while maintaining high standards of service.

Qualifications

• Fluent in English and Spanish or Portuguese.
• Experience in a collections team, preferably SME collections.
• Proven ability to self-manage and prioritise tasks.
• Excellent interpersonal communication skills for all levels.
• High integrity in actions and decisions.
• Proficient in Excel.
• Keen attention to detail to ensure accuracy.
• Able to identify and propose process improvements.

Responsabilités

• Daily monitoring of receivables to spot underperforming or inactive customers.
• Investigate reasons behind inactivity and identify rehab solutions.
• Direct engagement with customers via phone and email to rekindle engagement.
• Liaise legally with customers when necessary to communicate action clearly.
• Ensure defaulting account volumes stay within budget by applying effective strategies.
• Champion fairness in all customer interactions in line with Liberis values.
• Operate with independence while coordinating with teammates and managers.

Connaissances

English fluency

Spanish fluency

Portuguese fluency

Outils

Excel

Description du poste

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 Spanish or Portuguese markets!

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 and Spanish or Portuguese languages.
• 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.