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Our client is looking for a Collections Specialist
Client Details
A leader in their field
Description
Proactively contact customers by telephone and/or email to discuss payment and/or negotiate payment arrangements*Management of inbound customer queries via telephone and/or emails.*Responsible for managing a portfolio of customers to secure payment and resolve debt issues through query resolution*Maintain and manage all correspondence received within the dedicated Service Level Agreements (SLA).*Identify next best actions and collection interventions in a timely manner using data and insight to drive decision making process.*Timely escalation of accounts to Team Manager and/or Senior Operations Manager where efforts have been exhausted and the next best action is not known.
Manage own workload to ensure the delivery of work items allocated to you within agreed KPIs/targets and to agreed standards, ensuring all sensitive and or urgent cases are prioritised or escalated correctly.*Proactively engage with stakeholders to reduce and drive resolution by taking ownership of internal and external customer issues relating to disputed debt.*Maintain and update customer contact roles and records to support with golden data standards.*Create, maintain and record all communications with the customer, colleagues and relevant stakeholders including timescales and actions taken to support any future collections activity.*Ensure that a culture of debt awareness is promoted and maintained across the organisation.*Support operational excellence by identifying and implementing process and policy improvements.*Assist vulnerable and non-vulnerable customers by identifying appropriate arrears solutions.
Profile
Qualifications: -oEnglish (standard grade/GCSE or equivalent) / Mathematics (standard grade/GCSE or equivalent).*Skills, experience and knowledge: -oExperience in a telephony-based collections role.oAwareness of best practice debt management and cash collection techniques.oRobust persuasion, negotiation and influencing cash collection skills.oStrong problem solving skills and the ability to support customers who are experiencing financial difficulties.oAbility to make collections decisions regarding next best actions timely and accurately.oExcellent verbal and written communication skills with the ability to share knowledge in a clear and concise manner confidently to both customers and internal/external stakeholders.oWork with a high degree of accuracy and strong attention to detail.oAbility to remain calm and professional under pressure.oProven ability to build positive and productive relationships with customers, and colleagues.oAn understanding of the legislative and regulatory background of water industry.
Job Offer
Great salary and benefits package - working in Edinburgh - parking
