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Collections Specialist
2 months ago
About the Role:
We are seeking a skilled Collections Specialist to join our highly regarded customer services team. As a Collections Specialist, you will play a crucial role in assisting with the initial stages of borrower arrears to maximise the recovery of new arrears cases.
Key Responsibilities:
- Make outbound calls to discuss repayment of the borrower's outstanding arrears
- Receive inbound calls regarding account queries, handle disputes, take payments, and set arrangements
- Respond to customer and third-party emails
- Complete and review income and expenditure forms to agree realistic payment plans based on borrower affordability
- Signpost borrowers with financial difficulties to not-for-profit debt agencies
- Speak with vulnerable customers, discuss their circumstances, and provide relevant assistance and support tailored to their needs
About You:
To be successful in this role, you will have previous experience working in a customer-focused environment, with telephone/call centre duties ideally in a debt recovery/collections role. You will be familiar with FCA regulation, data protection, and anti-money laundering principles. You will have excellent oral and written communication skills, be punctual and flexible, and confident in using Microsoft Office.
What We Offer:
We value flexible ways of working and offer a hybrid role, requiring one day per week in our office. You will be part of a friendly and supportive team who are our Customer Champions, dedicated to caring for our customers and reflecting that commitment in everything they do.
Diversity Statement:
We are proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities and have a DE&I forum made up of Zopians wanting to make a difference.
