Debt Collection Agent

Collections Account Manager

Salary - £27,000 + hybrid working

Sevenoaks, Kent

**Collections**

Collections are responsible for helping our customers that are not able to meet the financial obligations of their agreements with us. We work with the customers, ensuring we put their needs first and balancing this with the business requirements, as well as recognising any vulnerabilities. The Collections team are part of the wider Customer Management department, and work closely with Recoveries, Customer Service and Complaints to provide an excellent service to our customers.

**Overall purpose of the role**

Our collections account managers support our customers who have outstanding payments, helping them to take steps to manage any missed payments. You will have exceptional communication and empathy skills and be able to build relationships with our customers to support them with the right outcome.

**Key responsibilities and accountabilities**
- Collect card payments, or set up payment plans, working with other specialist teams to support the customer
- Display compassion and understanding towards customers in vulnerable circumstances, ensuring that all vulnerable or potentially vulnerable customers are managed appropriately
- Accurately record conversations and administrative actions within the relevant systems
- Identify Expressions of Dissatisfaction and potential complaints, recording these accurately and passed to the relevant team
- Liaise with other operational departments that are involved in the customer journey, driving good outcomes for customers at every stage
- Ensure all performance and productivity targets are achieved and maintained

**Person specification**
- Good team player, flexible and able to work on own initiative
- Strong interpersonal skills, able to establish effective working relationships at all levels
- Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned
- Appreciates the importance of accuracy and attention to detail
- Demonstrates a sense of urgency and good work ethic
- Ability to work with competing deadlines and priorities
- Resilient, not derailed by a setback and returns to a high level of performance quickly
- Excellent customer service skills and awareness of the importance of the customer
- Comfortable and competent with MS Office
- Professional and well presented

Additional requirements
- Office hours are between 8am-7pm, shift-based rota
- Hybrid working available after training completed (3 days in the office as a minimum)
- This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder
- From time to time, and within reason, you may be required to carry out tasks that fall outside of your position’s remit
- From time to time, and within reason, you may be required to work outside of your standard contracted hours
- As part of your on-going development, you may be required to undertake training in order to meet the requirements of your role.
- Due to our remote location and lack of public transport it is suggested that you are a driver and are able to get to our office

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

**Salary**: £25,000.00-£27,000.00 per year

Schedule:

- 8 hour shift

Work Location: In person

Reference ID: Debt Collection