Customer Collections Advisor
Customer Account Advisor, Harrogate
£16,000 per annum + excellent benefits
Working within a growing organisation you will be part of a strong and dynamic team tasked with building effective customer relationships whilst being strong and tenacious enough to assess customer’s financial capabilities and ensure full payments are taken or repayment plans are set up and adhered to.
Key Responsibilities:
· Making outbound calls to customers on payment due dates and diarising subsequent follow up calls on continuous debtor arrears.
· Receiving and effectively dealing with inbound calls from customers and other third party clients regarding debt and arrears issues.
· Performing Data Protection Act and security questioning to validate customer details.
· Processing of customer payments using the internal systems and ensuring payments and notes are logged against individual customer accounts.
· Investigation of employment details and customer backgrounds to assess affordability and repayment commitments.
· Building rapport and relationships with customers; negotiating to agree on adequate repayment plans and communicating decisions with customers.
· Analyse and reconcile customer agreements to ensure financial situations are correct whilst maintaining accurate records.
· Issue necessary collection / default letters to customers and perform preliminary trace activity.
· Provide copies of statements, settlement requests, etc. and liaise with IVA and Debt Management companies.
· Effectively manage internal queries and customer requests through to satisfactory conclusion.
· Manage inbound post to resolve customer queries and requests, responding to correspondence and queries.
· Processing of applications received from the companies clients against individual underwriting criteria, following responsible lending guidelines and mental capacity limitations.
· Liaising with customer s to identify and confirm agreement details, address any concerns or issues and verify correspondence address details.
· Work within a targeted and performance based role.
· Process customer related paperwork working within set timescales.
· Working within industry regulations and procedures ensuring compliance is adhered to at all times.
Knowledge and Required Skills :
· Experience of working in a debt collection environment is preferable or telephone based sales.
· Effective communicator across all levels with strong customer service skills, confident and personal telephone manner and technique.
· Proficient using MS word, Excel and databases.
· Competent and with proven abilities to provide effective, efficient and professional customer support at all times.
· Tenacious, with the ability to work autonomously and take responsibility and ownership of their own workload.
· Team player with a positive and genuine desire to achieve and meet targets.
· Attention to detail and ability to work methodically in a compliance based and process driven environment.
· Ability to prioritise own workload and juggle various aspects of the customer service and collections based role.
· Self-motivated, driven and committed to providing excellent service whilst remaining in control of client repayment negotiations.
In return for your hard work, commitment and proven results, you will receive a competitive salary, excellent benefits package and clear opportunities for development and progression.
This role requires successful applicants to pass a Credit Check and a Criminal Records Check.
Hours of work 37.5 hours across Monday – Friday, working on a rota’s shift pattern between 8am-8pm. Very occasional Saturdays may be required.
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