Collections Specialist

Dwf Llp; United States; Hybrid; USD 34,000 - 48,000; Full time

Benefits offered by this job

Hybrid working

Job summary

DWF is seeking a Collections Specialist for our Recoveries team in Leeds. You will manage pre-legal debt recovery matters, handling calls, letters and negotiations to maximise client outcomes in a fast-paced, target-driven environment.

The role offers a hybrid pattern with three days in the office and two days from home, and opportunities for progression within the team and wider business.

Qualifications

• Excellent communication skills, both written and verbal.
• Previous customer service experience.
• Confident handling challenging conversations.
• Proficient with Microsoft Office tools.
• Able to prioritise and manage multiple tasks.
• Strong attention to detail.
• Ability to work to targets and deadlines.
• Team player with resilience and a results-driven mindset.
• Thrives in a high-volume environment.

Responsibilities

• Manage a caseload of pre-legal debt recovery matters and strive for the best outcomes for clients.
• Conduct inbound/outbound collections via calls, emails, and written correspondence to recover balances.
• Negotiate payment solutions ensuring arrangements are appropriate and sustainable.
• Operate in a high-volume, target-driven collections setting with accuracy and consistency.
• Prioritise workload and meet deadlines and recovery targets.
• Develop knowledge of collections processes, compliance, and negotiation techniques with training from senior colleagues.

Skills

Excellent communication skills

Previous customer service experience

Confident handling challenging dialogs

Microsoft Office proficiency

Prioritise and multitask

Attention to detail

Meet targets and deadlines

Teamwork skills

Resilience and results-driven

Comfortable in high-volume environment

Tools

Microsoft Office

Job description

Why join us?

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.

Qualifications & Skills

• 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)

What we offer?

We are an equal opportunities employer that celebrates diversity, and we are committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed.

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.

About us

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.