Collections Agent

Collections Agent

Location

South East England, Berkshire, Windsor

Job Type

Permanent, Full-Time

Industry

Primary: Banking and Finance
Secondary: Customer Service and Call Centres

Benefits

Bonus scheme
Additional benefits package

Job Description

The Collections Agent is responsible for managing and recovering outstanding debts within the banking and finance sector. The role requires proactive communication with customers to negotiate repayment plans and resolve overdue accounts in a professional and courteous manner. The Collections Agent works to maintain compliance with relevant regulations and internal policies while ensuring a positive customer experience.

Job Duties

Contact customers via telephone, email, or written correspondence to discuss overdue payments and arrange repayment plans.
Assess customers’ financial circumstances to offer suitable repayment options.
Maintain accurate and up-to-date records of all customer interactions and payment arrangements.
Monitor accounts and follow up on missed payments promptly to reduce risk of default.
Collaborate with internal teams to resolve disputes or discrepancies on accounts.
Ensure compliance with all relevant legislation, regulatory requirements, and company policies related to debt collection.
Provide clear and concise reports on collection activities and performance metrics.
Demonstrate empathy and professionalism when dealing with customers experiencing financial difficulties.
Identify opportunities to improve collection processes and customer engagement methods.

Required Qualifications

Proven experience in debt collection, financial services, or a related customer service environment.
Strong communication and negotiation skills.
Ability to handle challenging conversations with tact and professionalism.
Sound knowledge of relevant legislation and compliance standards within the banking and finance sector.
Competent IT skills, including experience with customer relationship management systems and Microsoft Office applications.
Organised with the ability to manage multiple accounts and deadlines effectively.
Attention to detail and accuracy in record keeping.

Education

Minimum of GCSEs or equivalent qualifications, including English and Mathematics.
Further education or training in finance, business administration, or a related field is advantageous.

Experience

At least five years of experience in collections or debt recovery within the banking, finance, or customer service sectors.
Experience working with vulnerable customers or those in financial distress is beneficial.

Knowledge and Skills

Familiarity with debt collection practises and regulatory frameworks such as the Financial Conduct Authority guidelines.
Excellent interpersonal and listening skills to build rapport and trust with customers.
Strong problem-solving ability and resilience in a target-driven environment.
Time management skills to prioritise workload efficiently.
Capability to work independently and as part of a team.

Preferred Qualifications

Certification in debt collection or credit management.
Previous experience using automated dialling systems and customer account management software.
Knowledge of financial products and services offered by banks and lenders.

Working Conditions

Office-based role located in Windsor, Berkshire, with standard working hours Monday to Friday 8.30 to 5pm.
Occasional requirement to work additional hours to meet deadlines or targets.
Work involves frequent telephone communication and computer use.
Supportive workplace environment with access to training and development opportunities