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Collection Specialist

2 months ago

London, Greater London, United Kingdom Deloitte - Recruitment Full time

Job Summary:

We are seeking a highly skilled and customer-centric Collection Specialist to join our Financial Health and Support Team at Deloitte. As a key member of our team, you will be responsible for handling a high volume of calls with customers who are facing financial difficulty, completing income and expenditure forms, and creating appropriate arrears solutions.

Key Responsibilities:

  • Handle a high volume of calls with customers to understand their circumstances and provide tailored solutions.
  • Work towards high productivity and quality standards set by the project.
  • Offer specialized support for vulnerable customers using the TEXAS framework.
  • Escalate any issues to the Team Leader.

Requirements:

  • Minimum of 3 months consecutive experience in collections working in Financial Services or 12 months consecutive experience in Utilities.
  • High volume inbound call centre experience.
  • Evidence of working with vulnerable customers and knowledge of the TEXAS or other vulnerability models.

Skills and Qualifications:

  • Previous collections debt or arrears management experience.
  • Experience of speaking with vulnerable customers and signposting.
  • Excellent telephone manner and strong communication skills.
  • Experience of following processes and working in a regulated environment.
  • A genuine passion for great customer service and helping others.
  • A strong work ethic and resilience with the ability to work well in a fast-paced environment.
  • Good MS Office skills.