Customer Care Agent - Collections

£16000 - £20000 per annum
02 Feb 2017
02 Mar 2017
Recruitment Genius Ltd
Customer Service
Job Level
Contract Type
Full Time
This is a fantastic opportunity to join one of the fastest growing companies in the Financial Services industry.

The Customer Care Agent will contact and collect loan payments from existing customers who have failed to pay on the due date and determine if the client has financial difficulties meeting the repayments.

Key Tasks:
- Maintain a highly professional and informative manner in all dealings with customers
- Effectively deal with inbound and outbound calls
- Conduct courtesy calls to clients who are up to date on their existing loan to offer further finance and to confirm sustainable affordability on their existing loan
- Chase outstanding payments from early, mid and late collections
- Conduct fact finds with clients to determine why they have fallen behind with their re-payments and offer a suitable and fair solution in order to ultimately help with their situation
- Complete income and expenditure assessments with clients struggling to meet re-payments
- Follow up on re-payment promises
- Data Input - updating the CRM with full accurate notes and add any correspondence from debt management customers
- Collecting debt owed from clients and handling card payments
- Act in accordance with FCA guidelines at all times
- Attend any meetings/training sessions as requested by your Manager, taking on board any further actions requested.
- Co-operate with Managers and carry out any duties as requested.
- Any other responsibility required to perform the role.
- These responsibilities may change depending on the business requirements

Personal Specification:

As this role requires customer interaction, they expect some common specifications in their agents.

- Previous experience in a collections role
- Ability to empathise with customers struggling to make re-payments
- Computer literate
- Excellent attention to detail
- Good time management skills
- Excellent Organisational skills
- Have an excellent telephone manner
- Ability to work using own initiative and motivation
- Demonstrate flexibility in busy times where possible.
- Willingness to adapt to change.
- Willing to learn new things by the training provided by the organisation

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