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Collections Advisor

  • Location

    West End, London

  • Sector:

    Operations & Middle Office

  • Job type:

    Permanent

  • Salary:

    £25000 - £30000 per annum

  • Contact:

    Scott Duerden

  • Contact email:

    scottd@kennedypearce.com

  • Job ref:

    SDZCA1_1611744563

  • Published:

    3 months ago

Rapidly expanding, London-based FinTech are looking to hire their very first Collections Advisor to come and join their team. This is a fantastic opportunity to really make the position your own and play an important part in the growth of the business. As a key team member, you will be working closely with customers who have fallen into arrears, by supporting and handling their queries, collecting payments and making financial arrangements. Assess risk/affordability of users who previously in financial distress who which to continue to use our client. You should have good customer service and confidence in working in a contact centre environment.

Main responsibilities will include;

  • Achieve high call quality, meeting compliance standards whilst delivering against agreed collections performance metrics
  • Fully assess the customer's circumstance and ability to pay while demonstrating empathy were applicable
  • Utilise all services and support that our client can offer to deliver the right outcome for the customer
  • Take ownership of customer issues and work hard to find solutions
  • You'll need to be adaptable switching between inbound and outbound customer calls
  • Ensure all tasks are completed to a high standard with attention to detail
  • Must also show a capability to think creatively and develop solutions for customers; to present cases to their Line Manager if outside agreed parameters
  • Create and Maintain Collections & Financial Distress reports
  • Manage Zendesk tickets regarding collections/financial distress
  • Work on a daily basis with external debt collectors agency.
  • Tracking total debt exposer and debt % rise per month.

To be considered for this position, ideal candidates should have the following key skills & experience;

  • Arrears Collections experience: 1 year (Required)
  • Sales: 1 year (Preferred)
  • Customer Service: 1 year (Preferred)
  • Language: English (Required)
  • Understand regulations, data protection and treating customers fairly
  • Some experience of working with a financial company would be an advantage.
  • Have worked for a start-up in the past

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