Collections Advisor

Are you an experienced **Collections Advisor** with exceptional communication skills?

**Key tasks -**
- Proactively identifies the reasons for arrears and takes ownership of resolving customer queries promptly, through various channels, to enhance the customer service experience
- Treats customers as individuals by listening and having quality conversations to establish the situation. Works with the customer to create a manageable and mutual solution to suit the customer and business.
- Demonstrates emotional intelligence through self-control and resilience. Able to handle difficult calls, through influencing, assertive negotiation and conflict resolution skills
- Conduct desktop research that identifies more accurate customer contact details, investigate customer liability and usage queries
- Accurately records and logs interaction with customers and updates account information
- Works with management to maintain best practices for effective communication with customers
- Maintains knowledge of updated company processes and policies
- Meets regularly with line manager to give feedback to help improve customer service, response time and the staff experience

**What we are looking for -**
- Experience of working in a collections environment
- Eager to help and go the extra mile
- Able to deal with difficult situations but show empathy and resilience
- You give 100% in everything you do