Recoveries Specialist
2 weeks ago
**Role Profile**
To successfully collect overdue balances from our customers at an early stage and reinstate the customers’ payment methods to Direct Debit.
**Responsibilities of the role**
- Support customers with account queries by taking inbound calls, whilst adhering to call service level agreements.
- Actively contact customers with overdue balances, through the automated outbound dialer.
- Seek first-time resolution with customers agreeing a payment or payment plan and re-setting Direct debits to avoid future debts.
- Successfully resolve complaints & dissatisfactions in line with our processes.
- Show empathy to customers in financial difficulty sign posting them to the correct support and ensuring good customer outcomes are reached to resolve the debt situation.
- Ensure all company & collections process, policy and procedures are always adhered to including regulatory aspects.
- Create excellent working relationships across the Verastar colleague community.
- Ensure own activity complies with all regulatory standards, GDPR and quality policies.
- Develop an in-depth knowledge of Verastar’s systems, processes, products and services.
**Success Measures**
- Achieve a minimum of £10k per month on card payments
- Achieve £12k per month including cheques and Bacs
- 97% Answer rate, reducing the number of abandoned calls
- Achieving a minimum of 40 Direct Debit resets per month with above 60% successful
- Call Quality & compliance achieved with 90% +
**Experience**
- Previous experience in a collection’s role, preferred but not essential.
- Experience of working in a contact centre environment.
- Strong communication skills written and verbal.
- A basic level of computer literacy.
- A stable employment record.
**Skills**
- Excellent written and verbal communications skills. Flexibility in communication styles to accommodate individual customers.
- High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
- The drive, curiosity and determination to resolve customer issues making it easy for our customers to deal with us.
- A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
- A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.
**Qualifications and other requirements**
- Knowledge of the Telecoms/energy sector preferable.
- IT literate.
- Strong mathematical skills.
**Verastar Values**
Our core values are at the heart of everything we do, and some of the ways they transform into our best practice customer behaviours can be seen below.
**Innovative: We find a better way**
- We actively seek feedback from our customers to understand how we can improve.
- We seek new ways to communicate with our customers, in a way which suits them.
- We are inquisitive about our customers’ needs, enabling us to provide the best resolution for them.
**Passionate: We go the extra mile**
- We own our customer queries and keep going until we’ve found a resolution.
- We get back to people when we way we will, and we aim to over-deliver on our promises.
- We strive to continuously improve the service we deliver to our customers.
**United: We are one team**
- We share our knowledge and expertise so we can learn from each other.
- We welcome and support new joiners and help them in their learning journey.
- We’re happy to provide support to other teams when needed.
**Straightforward: We keep things simple**
- We make things easy for our customers.
- We communicate clearly and honestly in all our interactions.
- We do what we say we will.
SP
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