Collections Account Manager: Collections

Competitive | Sundridge | Permanent
Posted 1 month ago

Job purpose
Working within the Collections team you will be responsible for contacting delinquent customers by telephone, letter, e-mail and SMS in order to arrive at a mutually acceptable repayment plan as an alternative to pursuing recovery action.

The key aspects of the role:
- Monitor assigned customer accounts to identify outstanding debts up to three months delinquent
- Plan a course of action to recover outstanding payments within specific timescales
- Contact customers by telephone to qualify their current status
- Negotiate repayment and appropriate payment plans in accordance with prevailing policies and procedures
- Respond effectively to questions or initial expressions of dissatisfaction
- Investigate and resolve discrepancies that are preventing customer payment and rectify future delinquency issues
- Update account status accurately
- Escalate appropriately where it is identified that customers are unwilling or unable to pay within specific timescales
- Ensure that stretching levels of ‘treating customers fairly’ are consistently maintained

- Self-motivated and comfortable working with targets, stretching deadlines and external suppliers
- Adaptable, dependable, resilient and persistent
- Ability to work in a fast paced environment where changes to procedures are frequent
- Previous internal collection and/or relevant external experience essential
- Apt in negotiating and persuading
- Excellent verbal skills with the ability to communicate in a respectful and assertive manner
- Proven decision making ability
- Ability to multi-task and prioritise whilst speaking with customers
- A good educational background with adequate verbal, reading, arithmetic and computer skills
- Good organisational skills
- Ability to input and interpret data
- Ability to work effectively under pressure
- Able to establish and maintain effective working relationships

Additional information
• Permanent role following a successful three month probationary period
• Operating week: Monday to Friday 8am-8pm
• Saturday, Sunday and Public Holidays 9am-5pm (time off in lieu)
• 37.5 hours per working week

The Deadline for applications for this role is Friday 27th April 2018

For more information about this role, please contact:

Sarah Chatt
07887 510 355

See Sarah Chatt's jobs
Related Jobs

Digital Sales Adviser

Competitive | Sundridge | Permanent

Job purpose This role forms part of the day to day team function that works very closely with our remote regional sales team and the dealer support team to ensure any...

Collections Account Manager: Recoveries

Competitive | Sundridge | Permanent

Job purpose Working within the Recoveries team you will be responsible for ensuring that delinquent assets are recovered and disposed of at optimal levels and within prevailing timescales to minimise customer...

Pay-Outs Operator

Competitive | Sundridge | Permanent

Job purpose The role is part of a fast growing team, that ensure timely and accurate administration of the company’s loan products, including direct liaison with our introducers and customers on...