Collections Agent

**Main Purpose of the Role**:To communicate with customers who have failed to meet their contractual payments towards their loan agreement. Assessing each customer’s circumstance on a case-by-case basis to ensure the right outcome is achieved and where possible the customer’s account brought up to date.

**Benefits**
- Working within a newly refurbished dedicated office space with onsite employee gym.
- On site parking
- Central Line Train station within one-minute walk with quick access to Central London.
- Close road links to M11/M25/A406/A12 and London
- Breakout space including games tables/machines
- Social events
- Pension Scheme
- Healthshield (health cash back scheme and counselling services)
- 28 days annual leave per year, incl. Bank Holidays, with an additional day per year of service (capped at 33 days)
- Eye Test / Glasses reimbursement scheme
- Various team and personal reward incentives

**Main Duties and Responsibilities**
- Communicate with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their account up to date
- Ensure that all customer accounts are reviewed thoroughly to understand the customers situation, making sure that all previous account notes are checked for previous customer communications and arrangements in place
- Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved
- Where applicable signpost customers to relevant Debt Support and Advice
- Recognise triggers where customers are showing signs of vulnerability and follow the relevant procedures in supporting these customers and where necessary referring them to the Vulnerability Committee
- Share ideas and feedback with your line manager where improvements can be made to the customer journey through your day-to-day experience in dealing with customers
- Support colleagues and the department to ensure all department aims are achieved
- Work towards achieving daily and monthly targets both individually and as a team
- This is a summary of the role and the employee is expected to undertake additional ad-hoc duties_

**Specification/Skills/Education and Attributes**:

- Good communication and listening skills - both verbal and written
- A compassionate and empathetic approach
- GCSE grade C or above in English and Maths is essential
- Excellent administrative skills
- IT literate - knowledge of computers and office software
- A personable approach
- Good organisational abilities
- Good numeracy and literacy
- Accuracy and good attention to detail
- The ability to stay calm under pressure
- The confidence to liaise professionally with customers and creditors
- Good negotiation skills.
- Strong customer service ethos.
- Target driven and ability to work under pressure
- You must act with integrity
- You must act with due care, skill and diligence
- You must be open and cooperative with the FCA and other regulators
- You must pay due regard to the interests of customers and treat them fairly
- You must observe proper standards of market conduct
- Understand the requirements of Principle 12 (Consumer Duty), specifically relating to:

- PDL's products and services meeting the needs of its target market; and
- Good customer outcomes regarding
- Affordability
- Sustainability
- Appropriate marketing
- Sound customer understanding (across the customer base); and
- High levels of customer support

**Salary**: £22,000.00-£28,000.00 per year depending on previous Collections experience.

Pay: £22,000.00-£28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Discounted or free food
- Gym membership
- On-site parking
- Private medical insurance
- Referral programme

Schedule:

- 8 hour shift

**Education**:

- GCSE or equivalent (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: In person