Collections Specialist - Bristol - Central

£22-25,000 - Accountancy / Finance
Ref: 1900 Date Posted: Friday 15 Nov 2019
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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