Collections Agent
DWF
full-time
Posted on:
Location Type: Hybrid
Location: Manchester • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Contact the customer at different stages of the contact strategy and come to an agreement with them to clear the outstanding arrears on their finance agreements.
- Take inbound and outbound calls from customers and liaise with them to come to a resolution.
- Ensure high levels of service delivery both internally and externally, whilst adhering to the client service level agreement, DWF values, and compliance policies and FCA’s Treating Customers Fairly regulations.
- Fully understand the regulatory environment in which the team operates including relevant compliance policies.
- Handle daily incoming and outgoing calls to and from our customers and clients.
- Review payment plans and income and expenditure documents to assess affordability and identify and target the needs of the customer appropriately.
- Ensure high levels of client care in all cases including behaving in a manner which makes customers feel confident that they are being treated fairly.
- Explain our process clearly and provide the key information to customers using an empathetic approach when needed and tailoring each call to the individual customer needs.
- Take ownership of matters and resolve issues on behalf of our client and our customers.
- Achieve individual KPI's, which contribute to the overall team performance, including financial and non-financial measures where applicable.
- Ensure compliance with the SRA code of conduct and the CPR Rules.
Requirements
- Excellent communication skills are essential requirement for this role.
- Computer literacy including proficient use of Microsoft Office.
- Ability to work well under pressure and to tight deadlines.
- Good teamwork skills.
- Ability to prioritise effectively and manage multiple tasks.
- Ability to solve problems and queries effectively and pay attention to detail – regulated work environment.
- Understand the CPR rules and the implication of these in practice.
Benefits
- We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF.
- We are an equal opportunities employer that celebrates diversity and we are committed to creating an inclusive environment for all.
- We aim to create a positive experience for all candidates and offer any adjustments or additional support needed.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
computer literacyMicrosoft Officepayment plan reviewaffordability assessment
Soft skills
communication skillsteamworkproblem-solvingattention to detailability to work under pressuretime managementempathyownership