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Debt Recovery Specialist

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Debt Recovery Associate

Utopia Recruitment Ltd is seeking a skilled Debt Recovery Associate to join their team. As a key member of the debt recovery team, you will be responsible for the effective recovery of debts to the company, including principle loans, interest, charges, and charge backs.

Main Responsibilities:
  • Recover short-term loan debt from customers following default on their payments using various tools, including telephone calls, emails, letters, and SMS messages.
  • Manage accounts to ensure they are correctly and efficiently organized and detailed, accurate notes are kept on all dealings with customers.
  • Take telephone calls from a wide range of customers, dealing with sensitive, contentious, and complex issues on a daily basis.
  • Contribute to establishing and implementing procedures, standards, targets, and new initiatives.
  • Deal with a wide range of correspondence, ensuring customers receive proper notice of any payment arrangements or further collections action.
  • Deal with customers' bankruptcy and liquidation of companies or any 3rd parties the customer requests, such as debt management companies.
  • Take payments over the telephone using the online payment system.
  • Process amendments, including write-offs, changes to payment arrangements, and customer circumstances, ensuring accurate notes are kept at all times.
  • Operate customer tracing procedures using in-house and external systems.
Contacts and Relationships:
  • Operations Manager - Allocation of work, performance reviews, appraisals, personal development, and training needs.
  • Underwriting/Administration - Clarify information and give/receive advice on any disputes and complex accounts, coordinate collections activity such as letters and postcards.
  • Debtors/Public - Negotiate payment arrangements and give appropriate advice in sensitive, contentious, and complex circumstances.
  • Third Parties - Including employers, Citizens Advice Bureau, Debt Management Companies to give/receive detailed information.
Decision-Making:

Discretion - Autonomy to make daily decisions regarding negotiating effective recovery of debts while ensuring current policies and procedures are met.

Use sensitivity when dealing with vulnerable customers with difficult financial circumstances.

Work Environment:

Work Demands - Ensure the recovery of debt working to strict deadlines on a daily basis, meet performance targets, and maintain flexibility to be moved from one task to another as required.

Knowledge and Skills:
  • Customer Care skills - ability to deal with difficult customers and complex issues.
  • Know and understand the Data Protection Act and Freedom of Information Act.
  • Excellent communication skills, both verbal and written, in order to deal with a wide range of customers.
  • Excellent negotiation skills.
  • Ability to work to strict deadlines and meet performance targets while maintaining accuracy.
  • Ability to work under pressure.
  • Contribute towards adapting and changing of procedures to meet both the company's and customer's needs.
  • Competent in internal and external computer systems and numeracy skills.
Benefits:
  • £26,000 per annum plus a bonus of £500 per month.
  • 20 days' holiday.
  • Flexible working hours, including one late per week and one Saturday per month.

Debt recovery experience is not essential, but a sales background or experience dealing with the public on the telephone is desirable. A strong work ethic and ability to work to targets are essential.