Collection Agent

**Title: Debt Collections Agent**

**Location: Sheffield**

**Reports to: Team Manager**

**Hours: 37.5 hours per week (Mon-Sun 8.00am to 8.00pm shifts)**

**Summary of Position**

My Finance Club launched in 2017 and provides short term loans to the UK market. We are fully authorised and regulated by the Financial Conduct Authority (FCA).

The Collections and Recoveries Team is a specialised team within My Finance Club, assisting with the late stages of borrower arrears to maximise the recovery of legacy arrears cases and provide affordable repayment plans, that are sustainable, for our customers. The ideal agent will be able to strike a balance between providing a high level of customer service, problem resolution and the collection of outstanding debt.

You’ll will be joining a friendly and supportive team.

For this role, we require a minimum of 1 year experience in debt recovery / collections

This role is office based for 37.5 hours a week Monday to Sunday

Please note you will be required to work on a shift rota

**A Day In The Life**

Join the MY Finance Club team where you will undertake collection of overdue accounts, ensuring that all arrears cases are actioned promptly and effectively and in a timely manner to maximise recoveries and minimise losses on each case.

Duties & Responsibilities
- Deal competently and efficiently with high volumes of Collections calls inbound and outbound, via manual and auto-dialling
- Dealing with overdue accounts / accounts in late arrears
- Ensure that arrears are kept below budgeted maximums
- Support to the team manager and colleagues as required
- Attend team meetings providing productive and proactive suggestions
- Act as a first point of contact for our customers
- Review and respond to correspondence from Customers (once trained)
- Operate in line with all FCA and other key finance industry regulations and laws
- Take ownership for personal development objectives

Skills & Experience Required
- Debt recovery/collections experience is required
- Strong solve problems skills and the ability to help customers who are experiencing financial difficulties
- Be resilient whilst helping customers with difficult issues/circumstances
- The ability to have the harder conversations with customers in arrears on their accounts
- Maintaining up to date records and allocation of monies
- The ability to work well in a team environment
- Experience within a contact centre/call centre environment and the ability to empathise and actively listen to our customers
- Experience of working on a dialler
- Basic user level in Microsoft products such as Outlook, Word, Excel & PowerPoint.
- Flexibility to work rotational shifts
- You're highly numerate and with an analytical mind

Desirable experience
- Familiar with FCA regulation, data protection, and anti-money laundering principles
- Understanding of assessing affordability, for example using income and expenditure forms
- Experience taking payments and arranging suitable payment plans
- Assisting vulnerable and non-vulnerable customers by identifying appropriate arrears solutions

Note: The above job description is a general outline of the typical duties and responsibilities associated with the role of a Legacy Debt Collections Agent. It may vary depending on the specific requirements of the organisation.

Benefits & Package
- Salary: £20,500 pa. starting salary, reviewed annually
- Salary after probation passed £24,500 pa
- Pension: Workplace pension
- Holiday: 20 days holiday per year plus bank holidays
- Bonus: Annual bonus related to company and personal performance
- Other: Monthly recognition awards and rewards aligned to growth
- Probation: 3 months
- Sick leave: Statutory sick pay applies

**Job Types**: Full-time, Permanent

**Salary**: Up to £24,500.00 per year

**Benefits**:

- Company pension
- Employee discount
- Health & wellbeing programme
- Store discount

Supplemental pay types:

- Performance bonus

**Experience**:

- Debt collection: 1 year (preferred)
- Customer service: 1 year (preferred)

Ability to Commute:

- Sheffield (required)

Ability to Relocate:

- Sheffield: Relocate before starting work (required)

Work Location: In person