Collections Handler
At Deloitte, we’re looking for Collections Handlers operating within a high-volume inbound call centre environment.
Full Remote, after 1 week training period
Traditional Day Rate Equivalent: £190 Per Day (Inside IR35)
Shift Patterns: Monday-Friday 9AM-5PM
We're looking for exceptional people to join our growing Collections team at a fast paced and rapidly growing company, working in a high-volume inbound call centre. You must have previous Collections experience, speaking with customers who are facing financial difficulty, completing income and expenditure forms and creating appropriate arrears solutions. There is a key focus on vulnerable customers, using the TEXAS framework or equivalent.
Key Responsibilities
· Act as first point of contact for customers in arrears, delivering empathetic, solutions-driven support in line with FCA and Consumer Duty regulations.
· Identifying and supporting vulnerable customers by applying appropriate forbearance strategies and escalation where required.
· Offering specialised support for vulnerable customers and signposting.
· Completing income and expenditure forms.
· Negotiating sustainable repayment plans tailored to individual customer needs, balancing business objectives with fair outcomes.
· Handling agreements with tailored plans like forbearance measures, breathing spaces, voluntary terminations/surrender and offset and payment plans.
· Maintaining accurate records on CRM systems, ensuring compliance with regulatory and internal policy standards.
· Collaborating across departments to ensure seamless case handovers and excellent customer experience.
· Proactively escalating complex cases with clear recommendations to senior managers.
· Previous collections experience
· Knowledge of the TEXAS or other vulnerability models is desired.
· Experience of speaking with vulnerable customers and signposting.
· Experience offering specialised support for vulnerable customers
· Experience completing income and expenditure forms.
Skills
Empathy: Understanding and empathizing financial difficulties of customers.
Trustworthiness: Ability to build relationships with customers and demonstrating confidentiality.
Solutions Driven: Ability to identify and source solutions that are best for both the organisation and the customer.
Computer literate.
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