Contact Centre Advisor

5 months ago

Altrincham, United Kingdom Page Personnel Full time

Great career progression opportunities.
- Nice working environment.

**About Our Client**:
A well known clients working with in collections and advisory.
- Customer Interaction:

- Handle inbound and outbound calls professionally, addressing customer inquiries related to outstanding debts.
- Provide accurate and detailed information regarding debt balances, payment options, and collection processes.
- Utilize active listening skills to empathize with customers, understand their concerns, and offer suitable solutions.
- Maintain a respectful and professional tone, ensuring a positive customer experience during all interactions.Debt Resolution:

- Negotiate payment arrangements and establish realistic repayment plans based on customer circumstances, company policies, and legal requirements.
- Evaluate customer financial situations to determine appropriate debt resolution options, such as payment extensions or settlements.
- Analyze payment histories, credit reports, and related financial documentation to assess payment feasibility and determine appropriate collection strategies.Compliance and Documentation:

- Adhere to regulatory guidelines and company policies, ensuring all debt collection practices comply with legal and ethical standards.
- Document all customer interactions, including calls, correspondence, and payment arrangements, accurately and comprehensively within the designated systems.
- Maintain data confidentiality and handle sensitive customer information with utmost discretion and care.Relationship Management:

- Establish and maintain positive relationships with customers, fostering trust and cooperation to facilitate successful debt resolution.
- Collaborate with internal departments, such as legal, finance, or customer support, to gather relevant information and address complex customer concerns effectively.
- Identify opportunities to educate customers about financial management, budgeting, and debt prevention strategies, providing appropriate guidance and resources.Performance Metrics:

- Meet or exceed individual and team targets related to call volume, collection targets, and customer satisfaction.
- Maintain a high level of productivity and accuracy, ensuring timely completion of assigned tasks and follow-up activities.
- Continuously enhance personal knowledge of debt collection practices, regulatory requirements, and industry trends to deliver exceptional performance.

**The Successful Applicant**:

- High school diploma or equivalent; additional education or certifications in customer service, finance, or debt collection will be an advantage.
- Proven experience in a customer service or contact centre role, preferably in debt collection or financial services.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly and professionally.
- Strong negotiation and persuasion skills to effectively resolve customer inquiries and secure payment commitments.
- Solid understanding of debt collection laws, regulations, and compliance standards.
- Proficiency in using customer relationship management (CRM) software, telephony systems, and other relevant technologies.
- Ability to work in a fast-paced, target-driven environment, managing multiple priorities and deadlines effectively.
- Demonstrated empathy, patience, and problem-solving skills to handle challenging customer interactions with a customer-centric approach.
- Strong attention to detail and accuracy in data entry and documentation.

**What's on Offer**:
Great selection of company benefits.

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