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Job Title: Collections Advisor

Salary: £17,000 + bonus and flexible benefits

Employer: Link Financial Outsourcing

Location: Caerphilly

Job Category: Customer Service

Contract Type: Full-time

Job Description

Job Scope:

As a Collections Advisor you will be provide excellent Customer Service to all of our customers. You will handle telephone calls confidently from customers experiencing financial difficulties and will be able to negotiate, agree and set up affordable repayment plans to suit the customer’s individual circumstances. You will manage the customer relationship and expectations to facilitate the appropriate resolution in line with company policy and Treating Customer Fairly Principles.

Responsibilities & Objectives

– Effectively handle Inbound and Outbound telephony contact with customers

– Actively engage and build trust with customers providing solutions appropriate to the customer circumstances

– Maximise Cash Collected ensuring targets and company objectives are met

– Administer and maintain customer accounts ensuring they are worked and monitored in line with SLA’s

– Identify situations where specialist support may be required and refer these on appropriately

– Complete Income & Expenditure assessments with customers, negotiating and making decisions in line with TCF Principles and Company Strategies

– Help deliver a best in class collections function through the appropriate training and mentoring

– Maintain an up to date knowledge of regulatory and legislative information relating to Financial Products and
– Services (e.g. Money Laundering, Data Protection etc)

– Maintain knowledge and understanding of all relevant policies and procedures, being compliant at all times

Work Based Competencies

– Excellent communication and listening skills

– Customer centric approach

– Enthusiasm and passion for learning new skills

– Ability to communicate effectively at all levels

– Strong negotiating skills demonstrating tenacity when dealing with difficult situations

– Ability to work calmly under pressure

– IT literate with good keyboard skills

– Sound attention to detail with excellent Numeracy and Literacy skills

– Analytical and reasoning skills

– Adaptable and Flexible approach to meet the needs of our customers and our business

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