We are delighted to offer a unique and exciting opportunity to join a relatively new, dynamic, innovative and fast-growing company within Financial Services.
If you are truly customer-focussed and want something different from the humdrum of a retail banking environment, then this Senior Collections Consultant role is an exciting opportunity for you.
The duties will include: -
- Dealing with escalations and dealing with debt management/IVA’s.
- Getting involved with more complex collection matters/cases.
- Responsible for day to do day collections activities (Inbound and Outbound phone and email).
- Advise customers on the payment options for debt recovery.
- Take ownership of a portfolio of 500+ customers in early-stage arrears as well as short and long-term arrangements.
- Ensuring compliance always with the requirements of the FCA guidance regarding debt Collections (including subsequent associated legislation) and Treating Customers Fairly.
- Manage customers who are resistant to agent contact by remaining polite, tactful, honest and firm.
- Contribute to the effectiveness of existing collections strategies and provide feedback on how they can be optimised.
- Achieve collections targets and OKR's.
- Complete any administration for inbound debt management, IVA and bankruptcy notice.
- Maintain and enhance our game-changing customer experience, by treating customers fairly and identifying vulnerability.
The successful candidate:
- Will have a wealth of collections experience.
- Ideally this experience will be gained from working in an unsecured credit environment/consumer finance.
- Proven experience in a phone-based collection and customer service role.
Working hours for the role are 37.5 per week, on a shift pattern between 8.00 am – 6.00 pm.
There could also be a possibility of working one Saturday in four on a rotational basis.