Collections Agent

Collections Agent, you will work as part of our Operations Collection Team. We are a customer facing telephony team consisting of Collections, Recoveries and Customer Support. We're focussed on providing high quality support to regulated and unregulated customers. Our aim is to understand a customer's circumstances and offer the appropriate sustainable support for customers in financial difficulties or who are experiencing in-life vulnerabilities. We achieve this through exceptional customer service, exercising common sense and treating customers with compassion.

As a Collections Agent, we are looking for someone to:

• Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
• Through effective listening and questioning, understand the root cause of a customer's financial situation and work with the customer to find the right solution for their needs
• Resolve customer enquiries to completion, aiming for first contact resolution where appropriate to reach good customer outcomes
• Identify and attempt to resolve potential customer complaints and escalate where appropriate
• Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help

Qualifications

Essential

• Exceptional customer service and communication skills, with a commitment to minimising customer effort
• An excellent understanding of what a good customer outcome looks like
• An empathetic approach to customers through active listening and effective questioning, coupled with a keen sense of business objectives
• A team player who works collaboratively and flexibly within their own team and the wider operation to achieve business goals

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