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Collections Agent

2 months ago

Chester, United Kingdom MERJE Ltd Full time

Job Title: Collections Agent

Location: Chester (Hybrid after probation)

Hours of Work: Monday to Friday, 8am - 7pm (shifts: 8am-4pm, 9am-5pm, 10am-6pm)

Saturday Work: Two Saturdays per month (home working), 8am-12pm

Working Week: 37.5 hours, with Saturday hours paid in lieu

Start Date: 29th July 2024

Training: 3 weeks, 9am-5pm, Monday to Friday

Overview: Join our Customer Finance Support team as a Collections Agent, known for its strong product range and quick decision-making process. We work collaboratively with our customers throughout their agreements.

Responsibilities of a Collections Agent:

  • Communicate with customers who have missed payments, providing support to update their agreements.
  • Review customer agreements thoroughly, checking previous communications and arrangements.
  • Regularly review arrears repayment plans to ensure they match the customer's current circumstances.
  • Identify and support vulnerable customers.
  • Communicate clearly and fairly with customers both verbally and in writing.
  • Complete agreed actions within relevant time frames to ensure the best customer experience.
  • Signpost customers to relevant non-profit organizations for support and advice when needed.
  • Support colleagues and department aims, working towards daily and monthly targets individually and as a team.
  • Deliver outstanding customer service, adhering to policies and procedures for vulnerable customers and debt collections.
  • Ensure compliance with regulatory rules and expectations, particularly consumer duty and treating customers fairly.
  • Perform additional tasks as required.
  • Occasionally liaise with third parties regarding customer account management.
  • Raise procedural and departmental risks and concerns following company processes and escalation routes.

Interested? Apply today to find out more

Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.