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The purpose of the Collections & Recovery Agent is to chase overdue debt, resolve customer invoice queries, and agree on payment plans within the authority matrix. The agent will also handle escalated customer cases such as vehicle repossession or prepare and hand over cases for external debt collection.
Main Responsibilities:
1. Run Age Debt Reports to maintain and actively manage the customer portfolio.
2. Make volume outbound and inbound calls.
3. Monitor the Collections inbox and work emails promptly.
4. Raise credits and ensure they are processed continuously 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 into the bank daily and allocate payments to ensure ledger accuracy.
9. Notify Collections Team Leader & Head of Credit of potential issues with risky customers.
10. Handle sensitive information confidentially.
11. Provide high-quality customer service, explaining options clearly.
12. Follow prescribed business processes, update contracts with third parties, and reflect accurate statuses.
13. Prepare documentation for external agents and manage bad debt write-offs in line with approval matrices and in the MILES system.
14. Conduct all activities in compliance with regulations, policies, and guidelines.
15. Establish and manage relationships with third-party agents, solicitors, and trace specialists.
16. Adhere to Leasys's regulatory processes, policies, and procedures.
17. Treat customers respectfully, aligning with Consumer Duty principles for optimal outcomes.
The ideal candidate will have:
* Educated to A Level standard or equivalent.
* At least 3 years of experience as a credit controller.
* Experience in the automotive or consumer finance industry 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, and office equipment.
* Good problem-solving, communication, and organizational skills.
* Continuous improvement mindset for processes and practices.
* Empathy balanced with assertiveness.
* Calmness under pressure during stressful conversations.
* Positive attitude, professionalism, self-motivation, and team interaction skills.
* Ability to work independently with minimal supervision.
* Adaptability to changing business environments.
* Proficiency in Microsoft Office (Word, Excel).
Stellantis is proud to be an equal opportunity employer. We are committed to diversity and equal pay regardless of race, color, religion, sex, national origin, sexual orientation, disability, or gender identity. We are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, supporting the armed forces community. Service personnel and families are encouraged to apply.
Please contact our recruitment team for discussions or reasonable adjustments during the recruitment process.
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