Overview
We are seeking individuals who can conduct purposeful conversations with customers in early arrears to recover payment or understand the reason for missed payment, and to schedule next steps. You will build relationships with customers to validate, understand and resolve breaches of their loan agreements, while maintaining a high level of care, professionalism and efficiency. This is a hybrid role in which you can split your time between the office and home, and we offer flexible working to support work-life balance.
Responsibilities
* Have purposeful conversations with customers in early arrears to recover payment or determine the reason for missed payment and schedule next steps accordingly.
* Build relationships with customers through regular contact to validate, understand and resolve breaches of their loan agreements.
* Handle high levels of inbound and outbound calls and send emails with care, diligence, professionalism and efficiency.
* Negotiate, implement and monitor feasible repayment solutions that consider the client’s circumstances while balancing the best interests of the business.
* Work closely with the Collections Team Leader and Collections Specialists to review and develop processes for maximum efficiency.
* Ensure compliance with applicable legislation and regulatory guidelines and adhere to company policies and procedures.
* Demonstrate empathy, forbearance and professionalism; strong communication skills on both phone and email; high levels of accuracy and attention to detail.
* Be able to deal with a variety of challenges, innovate and think on your feet.
Qualifications
* Proven experience in debt recovery, ideally in the commercial/business sector in a call-based environment.
* Strong communication skills on both phone and email.
* Empathy, forbearance and professionalism.
* High levels of accuracy and attention to detail.
* Business acumen with an entrepreneurial spirit and enthusiasm for helping SMEs.
About the Company
Fast, flexible finance empowers small businesses to manage their cash flow better and seize opportunities, making their business and the economy stronger. We help businesses get the funds they need, when they need it, often within minutes. Since 2012, we have made billions in funding available to over 100,000 businesses and positioned ourselves as a leading Fintech in Europe. Our mission is to finance one million businesses by combining cutting-edge technology, data science and a 5-star customer service culture. We are expanding quickly across our offices in London, Leeds and Frankfurt, and we value learning and collaboration across the organization.
Benefits and Perks
* Offices in London, Leeds and Frankfurt; events and clubs (bingo, comedy nights, yoga, football); two company retreats per year.
* Medical insurance from Vitality, including discounted gym membership.
* 25 days of holiday, an extra day off for your birthday, and the option to buy or sell up to 5 additional days.
* Emotional and mental health support with our partner, Spill; share options; generous maternity and paternity leave.
* Nursery tax benefit scheme; paid volunteering day; travel or study leave; one-month fully paid sabbatical after 4 years.
* Cycle-to-work and electric car schemes; L&D budget and access to learning platforms.
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