We are seeking a Collections Advisor to play a vital role in assisting customers throughout the duration of their finance agreements. This is a dynamic, customer-centric position that requires strong teamwork, excellent communication skills, empathy, and a proactive approach to problem-solving. Key Responsibilities: Respond to customer inquiries via phone, email, and live chat in a prompt and professional manner. Provide clear, accurate information regarding finance agreements, products, services, and customer options. Resolve complaints and queries with empathy, ensuring fair outcomes for customers. Maintain accurate customer records, documenting all interactions according to internal procedures. Manage cases from start to finish, ensuring timely follow-up, progression, and resolution. Monitor and manage customer payment arrangements, ensuring prompt action and effective engagement. Conduct affordability assessments and recommend appropriate forbearance options. Negotiate payment plans for customers, particularly those in higher arrears. Review customer applications and conduct trace activity to reconnect with lost contacts. Coordinate vehicle returns under Voluntary Surrender or Voluntary Termination, including transport and sale. Manage shortfall accounts after vehicle disposal or in cases without remaining assets. Assess the need for field agent visits based on customer circumstances. Instruct repossession only after all other resolution options have been explored, ensuring compliance with legal and internal guidelines. Monitor vehicle status, ensuring compliance with insurance and MOT requirements. Liaise with internal teams and external partners, such as field agents and recovery services, to support case resolution. Ensure all actions comply with regulations, internal policies, and industry best practices. Assist in the rehabilitation of agreements, bringing accounts back into a current status where possible. Identify vulnerable customers and provide appropriate support, including signposting to relevant resources. Handle sensitive conversations with professionalism and empathy, particularly in cases involving enforcement or repossession. Process secure payments over the phone and assist with payment-related queries. Consistently deliver high-quality customer service, meeting service levels and targets. Adhere to compliance, data protection, and documentation standards. Knowledge & Experience: Good standard of secondary education with at least C-grades in Maths and English; higher levels of education preferred. No formal qualifications required, as full training will be provided. Experience in a customer-focused or service-based role, preferably within the financial services industry, is desirable but not essential. Key Competencies: Customer Service: Committed to providing a first-class customer experience, prioritizing the customer's needs with a balance of empathy and assertiveness. Attention to Detail: Demonstrates accuracy and thoroughness in task execution while balancing the need to deliver results. Innovation & Problem Solving: Continuously seeks better ways of working and uses strong problem-solving skills to find the best solutions. Communication: Excellent listening, verbal and written communication skills, adjusting communication style to fit the audience. Judgement & Decision Making: Uses sound judgment, drawing from solid knowledge when making decisions or offering advice. Integrity: Builds trust through honesty, ethical behaviour, and adherence to promises and rules. Planning & Organising: Effectively plans and prioritizes workload to achieve desired outcomes within timelines. Energy & Drive: Demonstrates enthusiasm, energy, and determination to meet and exceed objectives. Team Work: Collaborates transparently with others to support team goals. Tenacity & Resilience: Perseveres through challenges with creativity, focus, and determination. Business & Regulatory Awareness: Stays informed about industry developments and regulatory changes, applying this knowledge in day-to-day activities. This role is ideal for those who thrive in a fast-paced, customer-focused environment and enjoy problem-solving while ensuring that customers receive the highest level of service. Lauren Watts Recruitment Consultant | Workforce Professional M: T: E: INDLW25