Collections Account Manager: Collections

Competitive | Sundridge | Permanent
Posted 8 months ago

Job purpose
Working within the Collections team you will be responsible for contacting delinquent customers by telephone, letter, e-mail and SMS in order to arrive at a mutually acceptable repayment plan as an alternative to pursuing recovery action.

The key aspects of the role:
- Monitor assigned customer accounts to identify outstanding debts up to three months delinquent
- Plan a course of action to recover outstanding payments within specific timescales
- Contact customers by telephone to qualify their current status
- Negotiate repayment and appropriate payment plans in accordance with prevailing policies and procedures
- Respond effectively to questions or initial expressions of dissatisfaction
- Investigate and resolve discrepancies that are preventing customer payment and rectify future delinquency issues
- Update account status accurately
- Escalate appropriately where it is identified that customers are unwilling or unable to pay within specific timescales
- Ensure that stretching levels of ‘treating customers fairly’ are consistently maintained

- Self-motivated and comfortable working with targets, stretching deadlines and external suppliers
- Adaptable, dependable, resilient and persistent
- Ability to work in a fast paced environment where changes to procedures are frequent
- Previous internal collection and/or relevant external experience essential
- Apt in negotiating and persuading
- Excellent verbal skills with the ability to communicate in a respectful and assertive manner
- Proven decision making ability
- Ability to multi-task and prioritise whilst speaking with customers
- A good educational background with adequate verbal, reading, arithmetic and computer skills
- Good organisational skills
- Ability to input and interpret data
- Ability to work effectively under pressure
- Able to establish and maintain effective working relationships

Additional information
• Permanent role following a successful three month probationary period
• Operating week: Monday to Friday 8am-8pm
• Saturday, Sunday and Public Holidays 9am-5pm (time off in lieu)
• 37.5 hours per working week

The Deadline for applications for this role is Friday 9th March 2018

For more information about this role, please contact:

Sarah Chatt
07887 510 355

See Sarah Chatt's jobs
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