Collections Agent

**Role Profile - (Part-Time) Collections Agent**

**Role Title: (Part-Time) Collections Agent**

**Business Function Operations**

**Location Wrexham / Hybrid**

**Who we are & what we do**

Founded in 2016, Chetwood is a business with a difference. We’re a digital bank - having earned our full UK banking licence in 2018 - but we’re also a Fintech, creating leading edge tech alongside key partners and our own core banking platform, Yobota. This tech is not only used to support our own growth, but also to enable other businesses to flourish in the financial services space, through our Banking as a Service offering.

At Chetwood, our business model is different to most traditional banks. We focus on distinct customer segments that are under-served by the market, creating innovative products to meet their needs. We do this through different brands, not one, because what works for one customer isn’t necessarily right for all customers. Our current portfolio of consumer products cover a broad range of financial products including deposits (SmartSave), lending (LiveLend & BetterBorrow) and cards (Wave). All of the products we create are highly targeted and are designed to make people better off.

Our technology platform operates under the Yobota brand, and it’s this that underpins our Banking-as-a-Service (BaaS) proposition. Our BaaS service is available to other businesses looking to offer their customers access to financial products. It’s a full-service offering, covering everything from proposition design and market research, the banking licence and balance sheet to the underlying tech platform that drives it all. Available as a ‘pick and mix’ menu of services, businesses choose us because of our flexibility and expertise.

We come from a diverse range of backgrounds and experiences, and it’s because of this that we’re able to challenge every aspect of how financial services operate today.

As a growing business, we’re always on the lookout for exceptional talent to join us. We’re looking for people who share our belief in challenging conventions and making a positive difference for our customers.

**Role Purpose**

As a collections agent, you will be supporting our customers directly who find themselves in financial difficulty. You will take ownership to understand their individual situation and offer solutions to ensure they are supported through that time and are able to manage their financial commitments moving forward. The customer journey will remain a focus of the delivery, ensuring all are treated fairly and the approach used is tailored where possible to their individual circumstances. The collection agent will work across a platform of financial products, with a diverse range of customer profiles. This specific job vacancy is for a part-time Collections Agent, the hours for this may vary from days to evenings depending on your personal capacity. An initial full-time training period in our Wrexham Office may be required for this role.

**Responsibilities**
- Conduct frontline collection services across an array of product portfolios
- Managing workflow priorities on a case-by-case basis
- Communicate clearly and effectively with vulnerable customers, showing empathy and understanding, whilst remaining focused on the customer journey and experience.
- Liaise with external debt management companies to provide best placed solutions for supporting the customers’ needs
- Suggest ways for process improvements across the platforms you are utilising, on order to enhance the customer journey both in terms of efficiency and satisfaction
- Supporting the wider operational areas with any additional workflow they may require assistance with

**Skills and Experience**
- Recent, relevant collections experience, ideally within the financial services industry
- Exposure to using various forbearance options
- Able to show compassion and empathy to build rapport and create a successful resolution for both customer and company
- Able to remain calm under pressure and resilient in their approach to collecting outstanding arears
- Strong knowledge of litigation, insolvency and debt sale
- You will be a quick learner, but also have strong foundations and experience in interacting with customers, working with both detail and data.
- Excellent communication skills (written and verbal), in order to effectively communicate with customers. Demonstrating warmth, empathy and understanding is crucial.
- Able to understand customer problems and break them down in order to find solutions.
- Strong attention to detail and experience working directly with customers account data as well as any sensitive information.
- Relevant, recent experience in a customer facing role.
- Qualified to at least A-Level or equivalent with a solid academic background. Minimum of GCSE grade C in English and Maths.
- IT literate, including Google suite and Microsoft products

**What we offer**
- A relaxed, sociable and flexible work