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Collections Agent



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Salary - £18,000 per annum (includes OTE )

Permanent, full-time (37 hours p/w)

Leeds LS14

 

Assignment Summary:

The Collector is responsible for providing telephone based Consumer Collections Services for defined clients/projects.

The Collector undertakes assigned telephone based collections work based on direct customer interaction and real time account administration via an automated dialer system and bespoke collections database. Effective negotiation and fact finding together with an understanding of customer affordability and Treating Customer Fairly (TCF) awareness to meet company objectives is a requirement.

 

Responsibilities:

The position requires high effectiveness and high quality business execution, including but not restricted to the following key focus areas:

  • The main task is to provide experience, knowledge and skills to deliver consumer collection services to assigned employer’s clients.

  • The Collector will aim for optimum recovery of outstanding client debt through first time resolution and awareness of individual customer circumstances whilst meeting or exceeding quality assurance and collection KPI’s and targets.

  • Responsible for maintaining appropriate and comprehensive records of all customer and debt management discussions on the relevant client Equinet collections database in line with current procedures.

  • Responsible for resolving issues/disputes raised by customers in a timely manner and escalate sensitive data to direct manager.

  • Responsible for handling inbound and outbound calls either manually or via the automated Dialer system.

  • Responsible for processing data concerning account management, which implies negotiation, understanding, decision-making, analysis and good communication skills.

  • Actively participates in all aspects of training and be accountable for their own personal development and objectives.

  • Ensure that all company policies and processes on collection and quality are followed at all times, to guarantee accurate, objective and polite conduct and comply with all laws and regulations that apply to this industry in their different jurisdictions where applicable.

 Additional responsibilities may be added as the needs of the business change and expand.

 

Qualification and experience:


To qualify for this role you must: 

  • Be an excellent negotiator, with a confident telephone manner

  • Have one year of collections experience, in a financial institution or related environment.

  • Be prepared to work flexible shifts, including a minimum of two late shifts per week during the operational hours of 8am -8pm

  • Have previous experience of working in a high volume environment.

  • Be able to demonstrate competence in using Microsoft Office and collections management systems.

  • Have previous experience from working in a performance driven environment

  • Be able to analyse results and make decisions based on facts and figures.

  • Have good interpersonal skills (both written and oral)

  • Take ownership for quality, competence, and results.


To be successful in this role you should:

  • Have excellent communication skills

  • Have a positive and friendly attitude towards customers and colleagues

  • Be receptive to feedback and change

  • Ability to work well under pressure.

  • Provide attention to detail.

  • Be service orientated.

  • Be proactive.

  • Be highly flexible and welcome change/improvements.

 

Flexible shifts, including a minimum of two late shifts per week during the operational hours of 8am - 8pm (37 hours per week)

 

Benefits:

  • Excellent performance related bonus package

  • Free on-site parking

  • 25 days paid holiday plus paid bank holidays

  • Good location close to all local amenities and bus service

  • Lunch attendance incentive

  • Workplace pension scheme

  • Childcare salary sacrifice scheme

  • Eye test vouchers