Contact Centre Advisor

1 week ago

Altrincham, Trafford, United Kingdom Page Personnel Full time
Great career progression opportunities.

  • Nice working environment.

About Our Client:

A well known clients working with in collections and advisory.

  • Customer Interaction:
  • Handle inbound and outbound calls professionally, addressing customer inquiries related to outstanding debts.
  • Provide accurate and detailed information regarding debt balances, payment options, and collection processes.
  • Utilize active listening skills to empathize with customers, understand their concerns, and offer suitable solutions.
  • Maintain a respectful and professional tone, ensuring a positive customer experience during all interactions

Debt Resolution:

  • Negotiate payment arrangements and establish realistic repayment plans based on customer circumstances, company policies, and legal requirements.
  • Evaluate customer financial situations to determine appropriate debt resolution options, such as payment extensions or settlements.
  • Analyze payment histories, credit reports, and related financial documentation to assess payment feasibility and determine appropriate collection strategies

Compliance and Documentation:

  • Adhere to regulatory guidelines and company policies, ensuring all debt collection practices comply with legal and ethical standards.
  • Document all customer interactions, including calls, correspondence, and payment arrangements, accurately and comprehensively within the designated systems.
  • Maintain data confidentiality and handle sensitive customer information with utmost discretion and care

Relationship Management:

  • Establish and maintain positive relationships with customers, fostering trust and cooperation to facilitate successful debt resolution.
  • Collaborate with internal departments, such as legal, finance, or customer support, to gather relevant information and address complex customer concerns effectively.
  • Identify opportunities to educate customers about financial management, budgeting, and debt prevention strategies, providing appropriate guidance and resources

Performance Metrics:

  • Meet or exceed individual and team targets related to call volume, collection targets, and customer satisfaction.
  • Maintain a high level of productivity and accuracy, ensuring timely completion of assigned tasks and followup activities.
  • Continuously enhance personal knowledge of debt collection practices, regulatory requirements, and industry trends to deliver exceptional performance.

The Successful Applicant:

  • High school diploma or equivalent; additional education or certifications in customer service, finance, or debt collection will be an advantage.
  • Proven experience in a customer service or contact centre role, preferably in debt collection or financial services.
  • Excellent verbal and written communication skills, with the ability to convey complex information clearly and professionally.
  • Strong negotiation and persuasion skills to effectively resolve customer inquiries and secure payment commitments.
  • Solid understanding of debt collection laws, regulations, and compliance standards.
  • Proficiency in using customer relationship management (CRM) software, telephony systems, and other relevant technologies.
  • Ability to work in a fastpaced, targetdriven environment, managing multiple priorities and deadlines effectively.
  • Demonstrated empathy, patience, and problemsolving skills to handle challenging customer interactions with a customercentric approach.
  • Strong attention to detail and accuracy in data entry and documentation.

What's on Offer:

Great selection of company benefits.

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