Job Title - Collections Specialist
Ref - 3215
Location - Central Bristol
Purpose of the role
As a Collections Specialist, your focus will be on complex debt management whilst delivering excellent customer service and taking ownership of escalated debt care. You will need to be self-motivated and have a desire to improve our own and the teams performance. Effective communication skills are paramount in this role whilst keeping our customers at the heart of everything we do. Youll be dealing with customers in a variety of situations and with man with different needs. This calls for resilience, determination and a positive can-do attitude.
Your duties will include:
Managing and resolving external and internal customer queries in given timescales
Conducting accurate assessments of customers financial circumstances
Setting up affordable repayment options
Proactive and responsive telephone, email and letter contact with customers
Supporting vulnerable customers through our Ability to Pay process signposting to suitable advice agencies
Maintaining customer data held within the main Customer system
Ensuring all appropriate methods of collection have been exhausted and that the escalation of the account is a last resort
Liaising and proactively working with other internal teams on the resolution of issues.
Managing Escalated Debt cases through Warrant, Litigation and Trace processes
Monitoring pre-payment meters with debt to ensure customer do not self-disconnect and the debt reduces
Liaising with third party debt collection agencies and field agents to ensure a smooth and compliant approach to escalated action
Recognising any collection exception trends and escalate these to the Collections Team Leader where required
Developing knowledge of systems and delivering positive process change looking at ways to reduce aged debt
Taking responsibility for timely resolution of complaints that are raised to the collections team
Working in line with all KPIs that are set around call and collections performance
Skills and experience required
Minimum 2 years experience of working in a domestic collections or a credit control function
A positive and proactive attitude, with a focus on excellent customer service
An ability to identify vulnerable customers
Experience of escalating debt accounts to litigation stage
Experience of working to and meeting team and individual targets
Natural problem solver with strong analytical and numeric skills
Excellent organisational skills and able to manage time effectively in a high-volume call and email handling
Ability to deal calmly and constructively with potentially challenging behaviour from customers and continue to resolve the contact
Happy to work in a high outbound call volume team