Customer Care Agent

Main Responsibilities:

The Collections Agent will be responsible for contacting and collecting loan payments from existing customers who have failed to make a payment on their contractual due date. You will be responsible for conducting accurate assessments of a customer financial circumstances to determine if the customer is in financial difficulties and setting up affordable repayment plans.

Key Tasks:

  • Maintain a highly professional and informative manner in all dealings with customers
  • Effectively deal with inbound and outbound calls
  • Conduct courtesy calls to clients who are up to date on their existing loan, discuss options of further finance where requested and to confirm sustainable affordability on their existing loan
  • Chase outstanding payments from early, mid and late collections
  • Conduct fact finds with clients to determine why they have fallen behind with their re-payments and offer a suitable and fair solution in order to ultimately help with their situation
  • Complete income and expenditure assessments with clients struggling to meet re-payments
  • Follow up on re-payment promises
  • Data Input – updating the CRM with full accurate notes and add any correspondence from debt management customers
  • Collecting debt owed from clients and handling card payments
  • Act in accordance with FCA guidelines at all times
  • Attend any meetings/training sessions as requested by your Manager, taking on board any further actions requested.
  • Co-operate with Managers and carry out any duties as requested.
  • Any other responsibility required to perform the role.

These responsibilities may change depending on the business requirements

Personal Specification:

As this role requires customer interaction, we expect some common specifications in our agents.

  • Previous experience in a collections role/ strong telephone based role
  • Ability to empathise with customers struggling to make re-payments
  • Computer literate
  • Excellent attention to detail
  • Good time management skills
  • Excellent Organisational skills
  • Have an excellent telephone manner
  • Ability to work using own initiative and motivation
  • Demonstrate flexibility in busy times where possible.
  • Willingness to adapt to change.
  • Willing to learn new things by the trainings provided by the organisation
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