Collections and Recovery Agent

Job title: Collections and Recovery Agent

Location: Coventry OR Slough

Duration: Permanent

Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identimties, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

The role:

The purpose of the Collections & Recovery Agent is to chase overdue debt, resolve any customer related invoice queries and agree any payment plans in line with authority matrix. The Collections & Recovery Agent will also handle any customer cases that require escalated actions such as vehicle repossession or preparation and hand over for external debt collection.

Responsibilities:

• Run Age Debt Report to ensure customer portfolio is being maintained and constantly worked on.
• Responsible for volume outbound and inbound calls
• Monitor Collections inbox and work emails in a timely manner.
• Raising credits and making sure they are worked on continuously to avoid any backlogs.
• Dealing with customers queries promptly and collaborating with other internal departments to resolve queries raised by customers
• Maintain accurate and up to date customer details records
• Collecting payment by phone, email, and letters - keeping records of customer's files.
• Logging on to bank daily and allocating payments on accounts to ensure the ledgers are accurate.
• Ensures Collections Team Leader & Head of Credit is aware of potential issues associated with any risky customers
• Handle sensitive information in a confidential manner.
• Ensure a high level of customer service is provided to the customer, offering them all relevant information to allow them to understand any options available to them
• Undertaking the prescribed business processes as required, by being responsible for acquiring regular updates from third parties, and updating the contract to reflect the correct position
• Prepare appropriate documentation to instruct an external agent
• Prepare bad debt write off file in line with approval matrix and action write offs in MILES system
• Undertake all collections activities in accordance with the required regulations; Companies Policies and Guidelines laid down by Leasys
• Establish and manage third party relationships with specialist agents, solicitors, and trace specialists if required
• Adheres to formal Leasys regulatory processes, policies and procedures
• Treats customers with respect adhering to the principles of Consumer Duty ensuring an optimal customer outcome is achieved in every instance

Requirements:

• Excellent communication (including written) and negotiation skills when dealing with Customers
• Ability to listen to customers to obtain clues that lead to additional contact information
• Excellent negotiation skills and excellent attention to detail and organisational skills
• Confident in making decisions; takes ownership of individual arrears cases where
• required
• Demonstrate prioritisation skills in terms of meeting productivity targets
• Ability to operate, upon training, contract, collections and workflow management systems
• Experience as a credit controller

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.