Collections Specialist

DWF LLP; United States; Hybrid; USD 29,000 - 40,000; Full time

Job summary

DWF LLP's Recoveries team in Leeds is seeking a Collections Specialist to join a growing, target-driven environment. You will manage pre-legal debt recovery matters, negotiate payment solutions, and support clients through the recovery process with clear communication and problem-solving skills.

This hybrid role offers three days in the office and two days work from home each week. We welcome applicants at the start of their careers and provide strong progression opportunities within the team

Qualifications

• Excellent communication skills (written and verbal).
• Previous customer service experience.
• Confident handling challenging conversations.
• Computer literate, including Microsoft Office.
• Ability to prioritise and manage multiple tasks.
• Good attention to detail.
• Ability to work to targets and deadlines.
• Strong teamwork skills.
• Demonstrates resilience and a results-driven mindset.
• Comfortable working in a high-volume environment.
• Previous experience in collections / debt recovery.
• Experience in a target-driven or contact centre role.
• Experience of negotiating payment arrangements.

Responsibilities

• Manage a caseload of pre-legal debt recovery matters, working to achieve the best possible outcome for clients.
• Conduct inbound and outbound collections activity, including calls, emails and written correspondence, to recover outstanding balances.
• Negotiate payment solutions with customers, ensuring arrangements are appropriate, sustainable, and in line with client requirements.
• Work in a high-volume, performance-driven collections environment, maintaining consistency and attention to detail.
• Prioritise and organise your workload effectively to meet deadlines and recovery targets.
• Build knowledge of collections processes, compliance requirements, and negotiation techniques through ongoing training and support from senior team members.

Skills

Communication skills

Customer service

Microsoft Office

Multitasking

Attention to detail

Deadline orientation

Teamwork

Resilience

High-volume work

Negotiation

Job description

The Recoveries team at DWF is looking to welcome a Collections Specialist to our growing team in Leeds. This is a fantastic opportunity for individuals who are motivated by achieving results, confident in handling challenging conversations, and committed to supporting clients through the debt recovery process to a successful outcome. In this role, you'll be responsible for managing debt recovery matters on behalf of our clients, using a combination of negotiation, communication, and problem-solving skills to maximise recoveries in a fast-paced, target-driven environment. We welcome applications from school leavers and those early in their careers who are organised, resilient, and eager to build a career in collections and recoveries. We are committed to your professional development and offer clear progression opportunities within the team and the wider business. This hybrid role provides flexibility, with 3 days in the office and 2 days working from home each week.

Responsibilities

• Manage a caseload of pre-legal debt recovery matters, working to achieve the best possible outcome for clients.
• Conduct inbound and outbound collections activity, including calls, emails and written correspondence, to recover outstanding balances.
• Negotiate payment solutions with customers, ensuring arrangements are appropriate, sustainable, and in line with client requirements.
• Work in a high-volume, performance-driven collections environment, maintaining consistency and attention to detail.
• Prioritise and organise your workload effectively to meet deadlines and recovery targets.
• Build knowledge of collections processes, compliance requirements, and negotiation techniques through ongoing training and support from senior team members.

Our recruitment process upholds the highest standards of fairness and engagement. It includes comprehensive interviews and, at times, a written assessment, an assessment day, or presentation. We aim to create a positive experience for all candidates and offer any adjustments or additional support.

Requirements

• Excellent communication skills (written and verbal).
• Previous customer service experience.
• Confident handling challenging conversations.
• Computer literate, including Microsoft Office.
• Ability to prioritise and manage multiple tasks.
• Good attention to detail.
• Ability to work to targets and deadlines.
• Strong teamwork skills.
• Demonstrates resilience and a results-driven mindset.
• Comfortable working in a high-volume environment.

Desirable

• Previous experience in collections / debt recovery.
• Experience in a target-driven or contact centre role.
• Experience of negotiating payment arrangements.

Compliance & Customer Handling

• Understanding (or willingness to learn) treating customers fairly
• Awareness of vulnerable customers
• Basic understanding (or willingness to learn) of the TEXAS framework (Tools, Empathy, eXplain, Ask, Signpost)

DWF is a leading global provider of integrated legal and business services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.