Our client is currently seeking an Arrears Advisor to join their team. As an Arrears Advisor, you will play a vital role in contacting customers who are in arrears to collect overdue payments in a fair and empathetic manner, always prioritising the delivery of a positive customer outcome.
Responsibilities:
1. Contact customers who are in arrears and engage in effective communication to collect overdue payments.
2. Conduct affordability assessments with customers over the phone to understand their financial situation.
3. Develop mutually acceptable and sustainable payment arrangements based on the customers' ability to pay.
4. Identify and manage any potential vulnerability effectively, including mental health issues.
5. Collaborate with third parties such as debt charities, money advice centres, and Solicitors to provide appropriate support to customers.
6. Ensure that late arrears accounts are managed in accordance with established procedures.
7. Handle payment management tasks, including due date adjustments, card payments, and direct debit changes.
8. Meet or exceed targets for Good Customer Outcomes, as set by your manager.
9. Maintain strong and positive relationships with customers, providing high-quality service at all times.
10. Adhere to the organisation's collection policies at all times.
11. Resolve first-level customer complaints promptly and effectively.
12. Respond to incoming correspondence within agreed-upon service standards for customers in arrears.
13. Maintain a proactive approach to Kaizen activities within your team.
14. Provide support to the Customer Relations Department when needed.
15. Carry out any other appropriate duties as required by your line manager.
Requirements:
16. Previous experience in a customer service or collections role is desirable but not essential.
17. Excellent communication and negotiation skills, with the ability to build rapport with customers.
18. Strong problem-solving and decision-making abilities.
19. Empathetic and sensitive to customer needs and circumstances.
20. Knowledge of debt recovery processes and relevant regulations is an advantage.
21. Ability to prioritise and work effectively in a fast-paced environment.
22. Proficiency in using computer systems and software.
If you are a motivated and customer-focused individual with a passion for resolving arrears and providing exceptional customer service, we would love to hear from you. Apply now to join our client's team as an Arrears Advisor.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.