Collections Agent

We are seeking a Collections Agent in either our Northampton or Manchester call centres you will be a part of a rapidly growing team. You will be responsible for negotiating payments with debtors, assisting debtors with the resolution of their debt issues and by providing guidance and advice in accordance with agreed KPIs, business objectives and targets.

Duties and Responsibilities

• Taking and making telephone calls to customers to resolve outstanding debt issues on behalf of our clients. Providing guidance and assistance to customers in respect of their debts, resolving queries and disputes and providing guidance and assistance to the customer where appropriate.
• Correctly identify and manage customers as having a potential vulnerability ensuring that relevant guidance and advice is provided and the case is escalated internally or to our client as per guidelines. Where appropriate, negotiating full payment of the debt and fees or establishing an affordable repayment arrangement to clear the debt within internal and client policies and business rules.
• Manage each call-in compliance with TRACE policy, training and guidelines ensuring customers are provided with accurate information and all calls are correctly and accurately updated and noted on internal systems. Ensure compliance with all relevant standards, policies and processes such as Data Protection, Ofcom and PCI Compliance.
• Consistently meet or exceed minimum collections and performance standards and KPIs.
• Assist with other office duties if required by the business Skills and Abilities

Requirements

• Exceptional verbal and written communications skills
• Excellent negotiation skills with the ability to manage difficult and challenging customers in a calm, non-emotional manner
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.
• Well organised with a high-level attention to detail and accuracy
• Technically proficient
• Strong track record of consistently achieving or exceeding targets
• Ability to work under pressure in a highly challenging office environment
• Flexible with excellent interpersonal skills Qualification and Experience
• Experience of working in a call centre or customer service environment
• Knowledge of debt collection / management especially in a parking relate environment would be an advantage
• Good level of written English and mathematics skills.

Benefits

• Bonus: up to 5% quarterly, depending on personal and business performance
• Employee discount
• Free parking
• On-site parking

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