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Collections Consultant

Location
London
Salary
£30,000 to £32,000
Job Type
Permanent
Posted
13 Feb 2024

We are delighted to offer a unique and exciting opportunity to join a dynamic, innovative and fast-growing fintech lender. If you are truly customer-focussed and want something different to the stuffy, corporate environment of the bigger corporates, then this role is an exciting opportunity for you.

The role would suit an individual with a strong background in a fast-paced telephone-based collections environment, within a personal loan industry. Their office is in Central London (near Liverpool St station), but they do operate a hybrid working model, with 3/4 days in the office (one must be a Monday) and 1/2 working remotely. The team currently work Mon-Fri on a shift pattern between 8 - 6pm but there may be a need in future to work some Saturdays (albeit currently no plans to do so).

Duties will include:

  • Responsible for day to do day collections activities (Inbound and Outbound phone and email).
  • Advise customers on the payment options for debt recovery.
  • Take ownership of a portfolio of 500+ customers in early-stage arrears as well as short and long-term arrangements
  • Ensuring compliance at all times with the requirements of the FCA guidance regarding debt Collections (including subsequent associated legislation)
  • Manage customers who are resistant to agent contact by remaining polite, tactful, honest and firm.
  • Contribute to the effectiveness of existing collections strategies and provide feedback on how they can be optimised.
  • Achieve collections targets whilst providing exceptional service to our customers.
  • Complete any administration for inbound debt management, IVA and bankruptcy notices.
  • Assist with administration of DCA referrals and Debt Sales
  • Maintain and enhance our game-changing customer experience, by treating customers fairly and identifying vulnerability.

The successful individual will possess:

  • At least 2 years of experience in consumer debt collections
  • Proven experience in a phone-based collection & customer service role (DCA or FCA preferred)
  • Good negotiation/objection handling skills
  • Have the ability to relate to people from a variety of different backgrounds
  • Be persuasive, persistent and self-motivated, but show empathy, assertiveness, tact and resilience
  • Confidence to challenge existing processes and policies and recommend service improvement

In return, you will be working in a progressive and dynamic environment (high praise for innovation, tight-knit and engaged team) and rewarded with a fantastic benefits package including a matched contribution pension, medical cover and a highly competitive salary.

If you really want to make a difference to an organisation rather than be a very small cog in a giant machine, then apply now.

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Details

  • Job Reference: 1237113745-2
  • Date Posted: 13 February 2024
  • Recruiter: Ultimate Banking Ltd
    Ultimate Banking Ltd
  • Location: London
  • Salary: £30,000 to £32,000
  • Role: Gaming, Sales
  • Job Type: Permanent