Collections and Recovery Agent

3 weeks ago

Coventry, United Kingdom Leasys Full time

The purpose of the Collections & Recovery Agent is to chase overdue debt, resolve any customer related invoice queries and agree any payment plans in line with authority matrix. The Collections & Recovery Agent will also handle any customer cases that require escalated actions such as vehicle repossession or preparation and hand over for external debt collection.

PRINCIPAL ACCOUNTABILITIES:

  • Run Age Debt Report to ensure customer portfolio is being maintained and constantly worked on.
  • Responsible for volume outbound and inbound calls
  • Monitor Collections inbox and work emails in a timely manner.
  • Raising credits and making sure they are worked on continuously to avoid any backlogs.
  • Dealing with customers queries promptly and collaborating with other internal departments to resolve queries raised by customers
  • Maintain accurate and up to date customer details records
  • Collecting payment by phone, email, and letters – keeping records of customer’s files.
  • Logging on to bank daily and allocating payments on accounts to ensure the ledgers are accurate.
  • Ensures Collections Team Leader & Head of Credit is aware of potential issues associated with any risky customers
  • Handle sensitive information in a confidential manner.
  • Ensure a high level of customer service is provided to the customer, offering them all relevant information to allow them to understand any options available to them
  • Undertaking the prescribed business processes as required, by being responsible for acquiring regular updates from third parties, and updating the contract to reflect the correct position
  • Prepare appropriate documentation to instruct an external agent
  • Prepare bad debt write off file in line with approval matrix and action write offs in MILES system
  • Undertake all collections activities in accordance with the required regulations; Companies Policies and Guidelines laid down by Leasys
  • Establish and manage third party relationships with specialist agents, solicitors, and trace specialists if required
  • Adheres to formal Leasys regulatory processes, policies and procedures
  • Treats customers with respect adhering to the principles of Consumer Duty ensuring an optimal customer outcome is achieved in every instance

PERFORMANCE MEASURES:

  • 1-2-1 general reviews with Manager
  • Continuous collections review on debt ledger
  • Review on any targeted and risky customers

ABILITY AND SKILLS PROFILE:

  • Excellent communication (including written) and negotiation skills when dealing with Customers
  • Ability to listen to customers to obtain clues that lead to additional contact information
  • Excellent negotiation skills and excellent attention to detail and organisational skills
  • Confident in making decisions; takes ownership of individual arrears cases where required
  • Demonstrate prioritisation skills in terms of meeting productivity targets
  • Ability to operate, upon training, contract, collections and workflow management systems and associated office equipment
  • Good problem solving, communication, and organizational skills
  • Constantly look to improve current Collections processes and business practices
  • Balance empathy with assertiveness
  • Tenacious and ability to remain calm under pressure/during stressful conversations
  • Possess a positive attitude and enthusiasm
  • Maintain professionalism in all aspects of communication
  • Self-driven and motivated
  • Ability to interact within a team and thrive in a team environment
  • Independent and able to work with minimal daily supervision
  • Adaptive – ability to adjust to rapidly changing business environment

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:

  • Educated to A Level Standard or equivalent
  • At least 3 years’ experience as a credit controller
  • Experience in the automotive or consumer finance industry advantageous

IT SKILLS PROFILE:

  • Proficient IT skills and competent user in Microsoft Office (Word, Excel)

Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply.

Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.

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