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Job Title: Telephone Debt Collectors

Salary: £17,000.00

You must enjoy working in a very fast-paced, highly flexible environment. This position will report to the Collections Manager, Customer Relations.

They will handle telephone calls confidently from customers experiencing financial difficulties and authorised 3rd parties in relation to lending that is behind with repayments. They will be able to agree and set up appropriate repayment arrangements, managing the customer relationship to facilitate the appropriate resolution in line with company policy and Treating Customers Fairly principles.

Key Responsibilities & Objectives

  • Actively engage and build trust with customers providing advice appropriate to their circumstances
  • Negotiate with customers in difficulty on how best to bring their accounts up to date or agree a suitable repayment plan that works for both the customer and the business.
  • Carry out full income and expenditure risk assessments and making repayment decisions in line with TCF principles and the company's strategies. 
  • Identify situations that may require specialist handling (e.g. Fraud or Legal) and refer these on as appropriate.
  • Willing to actively review and improve the collections processes against business and customer measures from design to implementation.
  • Work with other collections stakeholders to design, develop and test collections strategies and processes.
  • Help deliver a best in class arrears management function through the appropriate training and mentoring of colleagues.
  • Provide colleagues and customers with a professional and efficient service in an enthusiastic and knowledgeable manner at all times.
  • Have good independent organisational planning and communication skills.
  • Maintain an up-to-date knowledge of regulatory and legislative information related to Consumer Finance products and services (e.g. Money Laundering, Data Protection, etc.).
  • Maintain knowledge and understanding of all relevant policies and procedures, being compliant at all times.
  • Proactively seek opportunities and assume responsibility for prioritisation of own workload
  • Maximising cash collection ensuring targets and company objectives are met
  • Ensure best practice and compliance is adhered at all times
  • Ensure accounts are monitored and worked accordingly to SLA’s
  • Developing and maintaining all relevant policies and procedures within the department
  • Review communication templates and strategies ensuring continue adherence to Compliance

 

Qualifications

  • Previous experience in a similar role
  • Excellent communication and negotiation skills
  • Excellent attention to detail and ability to work calmly under pressure
  • Ability to work in an extremely fast paced start-up environment
  • Preferably previous experience within an OFT organisation
  • Flexibility, enthusiasm and a strong team player
  • Analytical and critical reasoning skills
  • Computer literacy including MS Office