Collections Agent

We are seeking a Collections Agent to join our team, responsible for contacting customers via telephone and in writing to drive collections, managing complaints, and ensuring compliance.

Requirements

• Proactively contact customers via telephone and in writing to drive collections
• Work to agreed quality standards and agreed timescales
• Responsible for managing complaints and ensuring compliance
• Liaise with internal and external colleagues throughout the business and externally with customers
• Dealing with customer queries and internal queries within agreed SLAs to reduce customer debt
• Maintain customer related information on systems to the required standards
• Outbound calls to customers
• Maintain customer information on system
• Inbound call handling
• Computer literate
• Excellent verbal and written English communication skills
• Good negotiation skills
• Decision making, and analytical skills
• A high-level of understanding, patience and empathy to navigate difficult customer conversations with professionalism under pressure
• Team player with a disposition to learn
• Objection handling ability