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Debt Collections Advisor

Glu Recruit LTD
Job LocationRotherham
EducationNot Mentioned
Salary£18,750 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Role: Debt Collections AdvisorSalary: £18750 basic + team bonusLocation: Rotherham (currently working from home)Our client is a Debt Collection business.Key responsibilities:The core business is to purchase debt and provide collection services to large consumer lenders across a range of sectors including Financial Services, Public Sector, Utilities, Motor Finance, Retail and servicing Debt Purchaser Companies.To reach solutions to customer’s outstanding balances through assessing a customer’s financial position & achieving a sustainable, agreeable resolution. Achieve performance targets and provide service excellence to the business and clients. Adhere to regulatory requirements and promote a TCF & conduct risk centric culture.

  • Inbound & outbound contact to discuss & achieve a resolution of a customer’s outstanding balance
  • Conduct effective fact finding of customer circumstances using open questions
  • Assess customer affordability for repayment
  • Identify suitable customer solutions inclusive of payment arrangements, referral to not for profit debt advice, customer self help options & vulnerable customer identification
  • Resolution of customer queries
  • Effective customer complaint handling & escalation
  • Build good relationships with customers through strong rapport & empathy
  • Accurately update customer records
  • Achieve set KPI’s & value led behaviours
  • Undertake training, coaching & development to develop within role
  • Actively contribute to team meetings & call calibration sessions
  • Provide administrative support
  • Ensure adherence to all company & regulatory policies & procedures
  • Identify & address conduct risk
  • Ensure adherence to client requirement
  • Referrals to not for profit advice as % of applicable right party contacts
  • Achieve set targets for individual, team and client KPI’s & value led behaviour
  • Volume of justified complaints
  • Adherence to complaints SLA’s
  • Accuracy & timeliness of reporting
  • Volume of compliance breaches
  • Assessment ratings of training courses
    • Additional requirements:The Ideal Candidate will have:Front line financial services experience desirableOutsource experience advantageousExperience within a collections or contact centre telephony based role desirableAbility to work well under pressureExcellent communication skillsExcellent listening skillsProficient questioning techniquesProficient in problem solving & analysisKnowledge of relevant customers and products desirableProficient knowledge & application of industry compliance inclusive of DPA, FCA, OFCOM & CPAStrong interpersonal skills with the ability to build rapportComputer literate with proficient typing skills & system navigational techniquesProven track record of achieving & exceeding targetsAbility to identify & address conduct riskTCF centric individual essentialGlu recruit are an equal opportunities employer

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