Collections Agent

2 weeks ago

Manchester, United Kingdom Oodle Finance Full time

Collections Agent - Manchester (Hybrid Working)

**Why work for Oodle ?**

Oodle is unlike most companies. There are no limits to the support you will get and the best thing about Oodle is our people. For that reason, we have a dedicated People Experience team that focus on making your time with us as fun and beneficial as possible. We are constantly adding to our perks and benefits, and below is what we currently provide to all staff:
**What are our Perks & Benefits?**
- 25 days holiday plus bank holiday
- Hybrid working
- Mental Health care
- Paid sick leave
- ‍‍Enhanced family leave
- Healthcare plan
- Pension
- Free breakfast and fruit in the office
- Employee discounts
- 1 day volunteer day per year

The role of **Collections Agent **at Oodle is primarily to communicate with our customers in arrears, predominantly via telephone and on occasion via written communication methods. We strive to ensure that our customers receive a professional, compliant journey at all times therefore outstanding customer service skills are paramount. In addition, we look for people with a great work ethic, with the ability to be able to work to tight deadlines and communicate effectively at all levels. Within a regulated environment and fast paced department there are of course service levels, KPI's and targets to be met which are all geared to meet our customers' expectations whilst achieving the business goals.

**The Role includes but not limited to;**
- To recover customer arrears via telephone, written communications and/or any other digital methods introduced into the department / function
- Set appropriate, sustainable and compliant repayment arrangements
- To address failed arrangements in an appropriate and timely manner
- Address customer's change of circumstances in line with company policy and procedures surrounding potentially vulnerable customers
- To liaise with other Oodle departments to ensure the customer receives the correct outcomes to collections issues raised
- General administration duties
- To adhere to the rules and guidelines as set out by the company and its regulators (FCA / ICO/ FLA)
- To address and raise any risks identified thought the course of the role and in line with company policy
- To assist in projects / mini initiatives within the collections function as advised by line manager
- Adhere to KPI's set by the business
- Understand and adhere to departmental Service Levels (SLA)
- To meet individual and contribute to team targets
- To complete any reasonable ad-hoc requests
- To assist with the tracing function within the department where necessary

**What do we look for?**

**_Must haves for the role;_**
- Collections experience ideally within a regulated environment
- Excellent Customer Service skills - you will want to help people, be empathetic, sensitive and have a caring nature.
- Honesty and integrity; you will be aligned with our Values
- Good written, numeracy and oral communication skills plus good attention to detail.
- A demonstrable high standard of literacy and numerical skills
- You must be IT literate with experience of using Microsoft platform( Word, Excel, MS Teams ) and have good typing speed.

**_Nice to haves..._**
- Asset / Car finance experience would be a huge advantage.
- Consumer Finance would be helpful

**Hours**: 35 hours per week. We are currently open to customers 8am to 7pm Monday to Friday, Saturday 9am until 4pm - within these core hours the shifts are currently 8am - 4pm, 9am - 5pm and 11am - 7pm. You will be required to work 1 in 3 Saturdays and some Bank Holidays (not Christmas) but will get days off in lieu.

**Salary**: 23K - £26k depending on experience

Oodle staff love to have a fun time, enjoy each other's company socially and learn new skills. We also value work-life balance, our global environment, and our families. That's why we run with flexible hours and hybrid working, enjoy paid time off volunteering with our nominated charity and benefit from continuous training and development from our internal L&D Academy.

**About Oodle**

To find out more go to our website and LinkedIn in page

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