Collections Advisor

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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