Collections Advisor
2 weeks ago
The Collections and Recoveries team are looking for a Collections & Recoveries Adviser to join the team
As a Collections & Recoveries Adviser, you will be responsible for collecting outstanding payments on mid to high value overdue accounts whilst providing excellent customer service to licensees.
You will support processes on lower value accounts, resolving queries and contacting customers as requested with the aim to target customer payments.
**You will...**
- Proactively contact customers and handle inbound customer contact with outstanding invoices for licence fees with the aim to gain payment from the customer
- Use objection handling techniques to proactively resolve any customer queries or objections
- Educate and advise customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions
- Deliver a positive customer experience and proactively contribute to the department’s service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded
- Liaise with key stakeholders including the Enforcement and Infringement Team, Third parties and other internal departments regarding different queries
- Respond to customer queries regarding payment plan modifications and inform customers of status including rejections where necessary
- In conjunction with the Team Manager, validate and evaluate customer debt through cost/ benefit analysis in order to decide the most appropriate strategy
- Reduce the level of unresolved queries by responding to customers and Debt Collection Agencies in a prompt and decisive manner
- Respond to customer queries and ensure timely resolution of complaints, pausing / stalling the dunning cycle and escalating where necessary
**You will have...**
- Minimum of 1-2 years’ experience within a phone-based customer contact team
- Competent numeracy, verbal and written communication skills
- Competent using Microsoft Office - Word, Excel, and Outlook
- Experience working within a target driven commercial team
- Experience of working in a Credit or Collections team
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