Collection Agent
(West Bristol £22k-25k FTC 6mths)
Engaging and negotiating with business customers over the phone and in writing to collect payments and negotiate repayment plans at various stages of the debt recovery cycle. Recognising vulnerability with customers and acting appropriately. Assisting customer in self-managing so any debt is managed long term.
Responsibilities
- Asking for payment where it is due, agreeing appropriate payment plans and recommending the right payment method and social policy tariffs to suit customer needs and impact company costs and collections performance
- Negotiating effectively with customers to ensure both business and customer needs are met, encouraging customers to set up Direct Debit where possible
- Recording any information gathered about the customers circumstances in order to shape future decisions
- Reviewing and updating all systems to reflect conversations, decisions and actions taken relating to collection of debt
- Taking an active approach to customer contact and responding via telephone in the first instance before sending a letter
- Delivering first class customer service and a memorable experience with each customer
- Taking a holistic view of customer circumstances in each piece of work undertaken to reduce repeat/escalated contacts and double handling of accounts
Knowledge and Experience
- Highly experienced in customer service or collections/credit control
- Negotiation skills
- Excellent verbal and written communication skills and ability to build and maintain rapport and demonstrate empathy
- Decision making skills
- Excellent attention to detail
Ability to manage your time well and prioritise your workload effectively