Customer Service/ Collections Advisor

5 months ago

London, United Kingdom Contact Centre Recruitment Full time

**Customer Service/ Collections Advisor**
- Salary: £27,500 - £30,000 _

**Bonus**: Discretionary performance related bonus scheme (capped at 10% annual base salary) following probation, paid quarterly.

Full-time, Office-Based, _**Monday to Friday, 9:00 AM - 5:30 PM**_

**Client Brief**
- Our client launched in 2016 to provide vehicle financing on a flexible basis for Ride-Hailing drivers and they at the forefront of the electric vehicle revolution - and their mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt and Rent-To-Buy._
- Our _**Customer Experience**_ _and Collections Agents are key to our business. As the point of contact for our customers in relation to payments, both reactively in terms of any payments-related questions and proactively in terms of debt collections, you will be responsible for maintaining a high level of customer satisfaction and ensuring timely collections from our customers, both from our live customers and from those customers who plan to terminate their contract._

**Your Responsibilities**:

- Provide excellent customer service to our customers, addressing inquiries and resolving issues promptly.
- Manage collections activities, ensuring timely payments and reducing delinquency rates.
- Develop and implement customer service and collections strategies to improve overall customer experience and maximize collections efficiency.
- Work closely with internal teams to identify and resolve customer-related issues.
- Maintain detailed and accurate customer account records, actioning transactions, and processing customer payments.
- Identification of customer vulnerability, providing the appropriate support
- Compliance with FCA, TCF, AML, GDPR & PCI guidelines

**Requirements**:

- A friendly personality and at least 2 years customer service and collections experience.
- Excellent organisation, communication (oral and written) and interpersonal skills.
- Strong negotiation and influencing skills (including in relation to payment plans/settlements)
- Problem solving skills - the ability to work with customers to find mutually agreeable solutions.
- Proficient in using MS Office (including Excel) and CRM software.

**Nice-to-have skills/knowledge**:

- Experience in FCA regulated debt collection processes.
- **Benefits**_
- Bonus: Discretionary performance related bonus scheme in place (capped at 10% annual base salary) following probation, paid quarterly.
- Pension: Statutory pension scheme.
- Holiday: 20 days per year plus bank holidays.

**Job Types**: Full-time, Permanent

**Salary**: Up to £30,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Work Location: In person

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