Job Description: Collections & Recovery Agent
The purpose of the Collections & Recovery Agent is to chase overdue debt, resolve customer invoice queries, and agree on payment plans within authority limits. The role also involves handling escalated customer cases such as vehicle repossession or coordinating with external debt collection agencies.
Main Responsibilities:
1. Run Age Debt Reports to maintain and manage the customer portfolio.
2. Handle volume outbound and inbound calls efficiently.
3. Monitor the Collections inbox and work emails promptly.
4. Raise credits and ensure continuous follow-up to prevent backlogs.
5. Address customer queries promptly and collaborate with internal departments for resolution.
6. Maintain accurate and current customer records.
7. Collect payments via phone, email, and letters, and keep detailed records.
8. Log daily bank transactions and allocate payments accurately.
9. Notify Collections Team Leader & Head of Credit of potential risks with customers.
10. Handle sensitive information confidentially.
11. Provide high-quality customer service, explaining options clearly.
12. Follow prescribed business processes, including updating contracts and acquiring updates from third parties.
13. Prepare documentation for external agents and manage bad debt write-offs according to approval matrices.
14. Conduct collections activities in compliance with regulations and company policies.
15. Manage relationships with third-party agents, solicitors, and trace specialists as needed.
16. Adhere to regulatory processes, policies, and procedures.
17. Ensure respectful treatment of customers, aligning with Consumer Duty principles.
The ideal candidate will have:
* Educated to A Level Standard or equivalent.
* Minimum 3 years’ experience as a credit controller.
* Experience in automotive or consumer finance industries is advantageous.
* Excellent communication and negotiation skills.
* Strong listening skills to gather additional contact information.
* Attention to detail, organizational skills, and decision-making confidence.
* Ability to prioritize and meet productivity targets.
* Proficiency in contract, collections, and workflow management systems.
* Problem-solving, communication, and organizational skills.
* Continuous improvement mindset for collections processes.
* Balanced empathy and assertiveness.
* Maintains professionalism and a positive attitude.
* Self-motivated, team-oriented, and able to work independently.
* Adaptability to changing business environments.
* Proficient in Microsoft Office Suite.
Stellantis is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from all qualified candidates, including service personnel and their families, and support reasonable adjustments throughout the recruitment process.
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