Daytime Call Centre Staff
2 weeks ago
**Scope of the Role**
- An opportunity to work within an industry leading insurance debt collection agency and be a part of a dynamic, growing business.
**Purpose of the Role**
- To engage and communicate with customers on the telephone using negotiation skills to collect payment against outstanding debt balances; ensuring that customers are treated fairly at all times, adhering to the Financial Conduct Authority guidelines.
**Key Responsibilities of the Role**
- Complete work campaigns as directed by your manager
- Make and receive telephone calls both manually and utilising automated dialler equipment
- Take card payments over the phone using ICB’s secure payment line
- Discuss, negotiate and arrange future payments and payment arrangements
- Discuss and negotiate short settlement and discounted payments
- Recognise, consider and respond to customer disputes
- Where necessary, liaise with the relevant client using the general query process and respond to the customer once a reply is received
- Ensure customer call backs are made within the stipulated time frame
- Recognise signs of financial difficulty and potential vulnerability, and action appropriately
- Use the correct status codes to disposition each customer file correctly
- Assist with ‘Live Chat’ as and when needed
- Achieve individual financial targets
- Adhere to ICB’s call quality guidance
- Adhere to all company policies
- Follow all company procedures
- Undertake training as and when required by the company
- Follow all Data Protection Requirements
- Follow all Information Security Requirements
**Skills & Experience**
- Good work ethic
- Professional
- Positive Attitude
- Empathy
- Attention to detail
- Organised
- Proactive
- Good time management
- GCSE Grade
- Experience of the debt recovery industry is desirable, but not essential.
**Shift Pattern**:
Minimum 15 hours per week
Between 09:00 to 14:00 Monday to Friday 5 days per week
One Saturday 09:00 to 12:00 per month
**Job Types**: Part-time, Permanent
Part-time hours: 15-25 per week
**Salary**: £10.00 per hour
**Benefits**:
- On-site parking
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
**Education**:
- GCSE or equivalent (preferred)
**Experience**:
- customer service: 1 year (preferred)
Work Location: One location
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