Telephone Debt Collections Agent

Ardent Credit Services Ltd
08 Mar 2018
17 Mar 2018
Contract Type
Full Time

Job Title: Telephone Collections Agent

Hours of work: FULL TIME, Working an alternating 2 week shift pattern of Monday – Friday 8am - 4pm and 10am – 7pm and 1 Saturday every 4 weeks

Salary: £17000 to £19000 per annum plus bonus DOE.

Responsible to: Collections Manager

We are looking for people who are passionate about providing an outstanding service for our customers and clients. Many of our customers may be having difficulties with debt and need support and advice to find the right way forward – this may be agreeing an affordable repayment plan or signposting them to free debt advice.

Your role is to talk to customers over the telephone on an inbound and outbound basis, building up rapport as well as speaking to our clients directly.

You will need to consider each individual customer circumstances and work with them in setting up and maintaining affordable repayment plan. You will also help customers by dealing with queries/disputes.

We are regulated by the Financial Conduct Authority and are passionate in our approach, we go the extra mile to ensure that we are treating customers fairly. This involves making sure we treat customers as individuals, recognising those in financial difficulties and / or vulnerable situations and are clear and transparent in our approach. If you think you have the skills we require then please apply now

Main Duties and Responsibilities

To receive incoming and make outbound calls to customers in arrears via our automated call blended solution Where necessary undertake an affordability assessment with the customer to establish what they can afford to pay and negotiate payment arrangements by understanding the customers’ circumstances.Take ownership of queries and complaints, Ensure accurate updates on all accounts and process customer payments using relevant systems Ensuring that all calls and correspondence with our customers and third parties comply with our internal policies, industry legislation and guidelines e.g. FCA, TCF, Data Protection Act; and company and client specific standardsContribute to the success of the department by achieving personal targets and quality measures The ability to work within structured processes managing tasks efficiently and effectively To conduct yourself in a professional manner at all times, presenting a professional image to Clients, Customers and ColleaguesSkills/Knowledge/Experience

Confident communicator with effective verbal, written and listening skills Ability to solve problems and deal with customers who are experiencing financial difficultiesTenacious and results drivenDemonstrate effective negotiation skills Ability to work to tight deadlines and prioritise workloadSelf-starter Excellent organisational skills The ability to work individually and as part of a teamThe ability to remain calm when under pressureAbility to communicate professionally with colleagues, clients and other third partiesAll new Telephone Collections Agent’s will start their role by attending an initial three week training program. It’s important to have you present throughout the program so we ask that you do not book any holidays during this time.

Company benefits:

Medicash Healthcare Plan

Onsite car parking

Weekly delivery of fruit

21 days holiday increasing to 25 with service

Air conditioned offices

Employee of the month scheme and rewards for ideas adopted by the business

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