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Collections Advisor

Workforce Staffing Ltd
Posted 4 days ago, valid for 15 days
Location

Redditch, Worcestershire B97 4BH, England

Salary

£26,000 per annum

Contract type

Full Time

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Sonic Summary

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  • The position of Collections Advisor is available in Redditch for a full-time, permanent role with working hours from Monday to Friday, 9 AM to 6 PM, plus one Saturday every four weeks.
  • The salary for this role starts at £26,000, with an increase of £1,000 in both the first and second years.
  • Candidates should have a minimum of 1 year of experience in customer service or a related field.
  • Key responsibilities include responding to customer inquiries, resolving complaints, managing payment arrangements, and ensuring compliance with regulations.
  • This role is suited for individuals who excel in a fast-paced environment and are skilled in problem-solving while providing exceptional customer service.

Location: Redditch Type: Full-time, Permanent
Monday - Friday 9-6 + one saturday every 4 weeks with a day off in the week
Salary: £26,000 + £1000 increase in years 1 & 2

We're looking for a Collections Advisor to join our fast-paced, people-first team. In this role, you'll support customers through the life of their finance agreements — from answering questions and resolving issues to helping those in financial difficulty find fair solutions.

 

Key Responsibilities:

  • Respond to customer inquiries via phone, email, and live chat in a prompt and professional manner.
  • Provide clear, accurate information regarding finance agreements, products, services, and customer options.
  • Resolve complaints and queries with empathy, ensuring fair outcomes for customers.
  • Maintain accurate customer records, documenting all interactions according to internal procedures.
  • Manage cases from start to finish, ensuring timely follow-up, progression, and resolution.
  • Monitor and manage customer payment arrangements, ensuring prompt action and effective engagement.
  • Conduct affordability assessments and recommend appropriate forbearance options.
  • Negotiate payment plans for customers, particularly those in higher arrears.
  • Review customer applications and conduct trace activity to reconnect with lost contacts.
  • Coordinate vehicle returns under Voluntary Surrender or Voluntary Termination, including transport and sale.
  • Manage shortfall accounts after vehicle disposal or in cases without remaining assets.
  • Assess the need for field agent visits based on customer circumstances.
  • Instruct repossession only after all other resolution options have been explored, ensuring compliance with legal and internal guidelines.
  • Monitor vehicle status, ensuring compliance with insurance and MOT requirements.
  • Liaise with internal teams and external partners, such as field agents and recovery services, to support case resolution.
  • Ensure all actions comply with regulations, internal policies, and industry best practices.
  • Assist in the rehabilitation of agreements, bringing accounts back into a current status where possible.
  • Identify vulnerable customers and provide appropriate support, including signposting to relevant resources.
  • Handle sensitive conversations with professionalism and empathy, particularly in cases involving enforcement or repossession.
  • Process secure payments over the phone and assist with payment-related queries.
  • Consistently deliver high-quality customer service, meeting service levels and targets.
  • Adhere to compliance, data protection, and documentation standards.

 

This role is ideal for those who thrive in a fast-paced, customer-focused environment and enjoy problem-solving while ensuring that customers receive the highest level of service.

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By applying, a CV-Library account will be created for you. CV-Library's Terms & Conditions and Privacy Policy will apply.

SonicJobs' Terms & Conditions and Privacy Policy also apply.