Overview
Collections Agent role at Emergency Skills, Inc.
Billing Finance is a family-owned vehicle financing company based on the outskirts of Northampton. We focus on customers with non-standard credit profiles that may not fit the automated underwriting processes of other lenders. Our mission is to help get all our people, including customers and staff where they need to be by putting them at the heart of everything we do.
Are you a curious person who is comfortable asking questions? Have you previously worked in a role where you dealt with customers over the phone? Do you have strong IT skills? We are now looking for someone to join us as a Collections Agent.
This role involves supporting our customers on a day-to-day basis, answering questions that they may have as well as understanding why customers have fallen into arrears; ensuring that we provide them with the most appropriate solutions to help them to manage their finance agreement with us.
As our Collections Agent you will be specifically responsible for the duties listed below and, with the rest of our Credit Control team, focus on achieving good customer outcomes while recognizing when the right outcome may involve difficult decisions where the agreement is no longer affordable for the customer.
Responsibilities
* Managing a daily queue system of allocated accounts.
* Contacting customers with arrears via telephone, email, text and letter to determine their situation, primarily focused on obtaining payments or agreeing a repayment plan (where appropriate) in keeping with company policies and customer affordability.
* Offering alternative forbearance options to customers where a repayment plan is not the right option for the customer.
* Responding to customer letters, text and email queries.
* Liaising with debt management agencies where appropriate.
* Taking manual payments over the telephone.
* Taking inbound calls from customers regarding their agreement.
* Liaising with other departments where necessary to effectively manage situations.
* Reviewing customer credit files information.
* Any other ad hoc duties.
Requirements and Qualifications
Location: Northampton, NN3 9EX - Hybrid available after training and successful probation period
Salary: £25K - £28K per annum, DOE
Contract: Full time, Permanent
Benefits: Discretionary bonus scheme, Electric Vehicle salary sacrifice scheme, Pension salary sacrifice scheme, Private Medical, Income Protection, Hybrid working, Employee Assistance Programme, Annual £200 personal growth fund and Paid volunteering days
Experience and attributes:
* Strong customer-facing communication skills
* Ability to ask questions and understand customer circumstances
* Strong IT skills
* Ability to recognise when a debt is no longer affordable and to support appropriate outcomes
Company and Processes
Billing Finance is an equal opportunities employer. We understand some candidates may require reasonable adjustments; please let us know how we can help during the application journey.
The Recruitment Process and How We Will Use Your Data: The recruitment process may involve obtaining information and/or exchanging it with organisations to assist with pre-employment checks prior to interview. We may conduct soft credit checks via Credit Reference Agencies and CIFAS checks to prevent fraud. Your information will be used in accordance with our Recruitment Privacy Policy and CIFAS guidelines. Further details are available on our website.
If you feel you have the necessary skills and experience to be successful in this role, click on APPLY today!
No agencies please.
We look forward to your application.
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