Collections Specialist

3 weeks ago

London, Greater London, United Kingdom Lyca Mobile Group Full time
Exceptional Collections Strategy Role

We are seeking a highly skilled and empathetic Collections Specialist to join our innovative team at Lyca Mobile Group. As a key member of our customer care team, you will play a vital role in delivering an exceptional collections strategy that balances professionalism with a strong customer focus.

Key Responsibilities:

  • Engage with customers to resolve outstanding bill arrears through collaborative communication and negotiation.
  • Make and receive telephone calls to support customers, understanding their financial situations and finding mutually beneficial solutions.
  • Negotiate and implement feasible repayment solutions that consider the customer's circumstances while balancing the business's best interests.
  • Troubleshoot issues and proactively identify opportunities to enhance the customer experience throughout the collections process.
  • Maintain regular contact and build strong relationships with customers throughout the collections lifecycle.
  • Gather information by asking insightful questions to understand the customer's circumstances and offer appropriate solutions.
  • Identify customer vulnerabilities and provide tailored support to address them.
  • Conduct income and expenditure assessments to negotiate suitable payment plans for customers facing financial challenges.
  • Address customer queries related to their accounts through various communication channels.
  • Ensure all collections activities are compliant with relevant regulations, treat customers fairly, and adhere to company policies and guidelines.

About You:

  • Strong verbal and written communication skills, able to engage with customers in a friendly and professional manner.
  • Excellent negotiation skills, with the ability to find compassionate and practical solutions for customers experiencing financial difficulties.
  • High attention to detail, with the ability to accurately document customer information.
  • Capable of handling sensitive financial information with discretion and confidentiality.
  • Skilled in managing challenging conversations with customers while maintaining professionalism and empathy.
  • Passionate about providing outstanding customer service.
  • Ability to navigate complex situations and offer clear, empathetic support to customers.

Qualifications and Experience:

  • Previous experience in customer service or collections is preferred but not required.
  • Strong problem-solving abilities and a proactive approach to resolving customer issues.

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