UK Collections Agent - Nutun RX

Trending Talent Solutions; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Trending Talent Solutions is seeking a Collections Agent to engage with customers with outstanding balances, negotiate sustainable repayment plans, and recover debt in line with UK regulatory requirements, while delivering a positive customer experience.

The role involves managing inbound/outbound collections, identifying customers in difficulty, and offering compliant solutions per policies and client needs. Night shifts are required, with a focus on targets and timely updates.

Qualifications

• Grade 12/Matric required.
• 2+ years in an international call centre campaign.
• Willingness to work night shift.
• Excellent written and verbal communication (neutral accent).
• Knowledge of call centre processes and systems.
• Experience in FCA-regulated environments is required.

Responsibilities

• Arrange debt repayment or establish repayment schedules based on debtor financials.
• Confirm right party contact and update system accordingly.
• Probe reason for non-payment and document findings in the system.
• Negotiate payment arrangements within set mandates.
• Load Promise to Pay (PTP) on the system as agreed with debtor.
• Collect on active and disconnected accounts effectively and minimize rollovers.
• Ensure client satisfaction by resolving queries quickly and within procedures.
• Complete daily productivity reports and meet division targets and deadlines.

Skills

Written and verbal communication

Relationship management

Problem solving

Team player

Stress tolerance

Negotiation

Attention to detail

Education

Grade 12 / Matric

Tools

MS Office

Job description

The primary purpose of the Collections Agent is to engage with customers who have outstanding balances on their accounts, negotiate sustainable repayment arrangements, and recover debt while maintaining compliance with UK regulatory requirements and delivering a positive customer experience.

The Collections Agent will be responsible for managing inbound and outbound collection activities, identifying customers experiencing financial difficulties, and offering appropriate solutions in line with company policies, client requirements, and UK regulatory guidelines.

Minimum requirements (Qualifications and Experience):

• Grade 12/Matric.
• 2+ years of work experience in an international call centre campaign.
• Willingness to work night shift.
• Good written and verbal communication (neutral accent).
• Knowledge of the function, process and systems.
• Knowledge of the function and process in a Call Centre Environment.
• Proficiency in MS Office (Advantageous).
• Experience in working with targets and tight deadlines.
• Relationship Management.
• Knowledge of relevant legislative requirements.
• Previous experience working within an FCA (Financial Conduct Authority) regulated environment is required.

Key Responsibilities:

• Arrange for debt repayment or establish repayment schedules based on debtors financial situation.
• Confirm right party contact.
• Probe and determine reason for non-payment and update the system accordingly.
• Deploy bespoke retention and development plans for key employees.
• Negotiate payment arrangement with the debtor within set mandates.
• Confirm and/or update debtor's details, banking details, employee information and repayment method and frequency (weekly, fortnightly or monthly).
• Load Promise to Pay (PTP) on system as agreed with debtor.
• Effective collection on active and disconnected accounts.
• Effective collection of active debtors and minimizing the rollover of accounts.
• Ensure client satisfaction by resolving queries quickly, efficiently and in accordance with the relevant procedure.
• Complete daily productivity reports accurately and timeously.
• Ensure that monthly targets and deadlines are achieved.
• Meet division qualitative standards in terms of inputs and outputs.
• Minimize number of errors on accounts worked.
• Stress Tolerance.
• Accountable.
• Team Player.
• Problem Solving.
• Achieving personal work goals and objectives.