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Customer Collections Specialist
Reporting to the Collections Manager, the successful candidate will work within the Duologi Operations Collections Team. Our collections teams are on the frontline of our business, making and receiving customer calls and driving our success by achieving the best possible outcomes.
As part of the Collections Team, you will be working with customers whose accounts are due on the agreed date, and accounts that have fallen into arrears. You will be responsible for managing inbound and outbound customer calls and will use your excellent listening and negotiation skills to help them get back to their contractual arrangements or find a repayment option that fits their needs to help them to get back on track.
A prerequisite for the role is a positive mindset to deal with difficult customer circumstances, resilience and preparedness, and the motivation to deliver your very best every day.
Duties and responsibilities (not an exhaustive list)
Process inbound calls from customers collections and deal with these calls correctly and accurately with a high level of professionalism
Process outbound calls to customers, contacting them for due and overdue accounts to negotiate prompt payment within defined timescales
Establish payment plans for customers to ensure loans do not default
Ensure all customer outcomes are within regulation and to the benefit of both the customer and the business
Keep accurate record of all contact on main Collection Management Systems
Process customer refunds, process and review account adjustments
Monitoring and Maintenance of assigned accounts
Identify trends and gaps in policies, procedures, strategies and systems
Training will be provided on in-house systems.
Required Skills and Abilities
Excellent communication skills
Experience within call centre setting
Assertive and confident with telecommunications
Understanding of Dialler system calling
Outstanding negotiation and influencing skills
Results and target driven
Ability to handle and diffuse challenging calls
Ability to work under pressure and to be able to show a flexible and adaptable approach.
Excellent organisational skills
Empathising with people in difficult situation
Strong team player
Attention to detail
Arrears Collections and Recovery Call Centre experience (minimum 2 year)
Microsoft 360 (basic to intermediate level)
Polite and professional telephone manner
Experience and understanding of vulnerable customers
Experience in collection call handling
Basic regulatory and legislative Knowledge
Candidates should ideally display the following competencies and behaviours.
Clear oral communication
Clear written communication
Used to fast pace working
Coping with pressure
Drive for excellence
Location – Basingstoke
This role is based in our Basingstoke office. We are currently working from home due to the coronavirus situation up to and including August 2021, and plans for our return will be communicated in due course. It is expected that roles will return to the Basingstoke office on either a full time basis or a phased basis, depending on government guidance, health and safety considerations, and the ability to structure teams and functions effectively. Initial onboarding and induction may require some covid-safe attendance at our office premises, subject to lockdown rules and other government guidance.
Please apply with a cover letter and CV sent to email@example.com.