Collection Agent

Collections Officer #INDCB

22,308 - 23,99 (Dep on exp) + Commission OTE 28,000- 32,000

Location: B98 Redditch

Hours: Full time and Part time available

The Collections Officer is responsible for managing and recovering outstanding debts while maintaining a professional and empathetic approach. This role involves contacting customers, negotiating payment arrangements, and ensuring compliance with legal and organisational policies to maximise recovery rates.

Key Responsibilities

Debt Collection

• Contact customers via phone, email, and written correspondence to recover overdue payments.
• Negotiate payment plans and settlements within company guidelines.
• Follow up on payment commitments to ensure timely resolution of accounts.

Customer Engagement

• Build and maintain positive relationships with customers while addressing their payment issues.
• Handle disputes and queries in a professional and empathetic manner.
• Identify and assist vulnerable customers by referring them to appropriate support services or teams.

Account Management

• Manage a portfolio of delinquent accounts and prioritise cases based on age and value of debts.
• Investigate account histories to understand the root cause of non-payment.
• Recommend escalation of cases for legal action, repossession, or write-offs as necessary.

Reporting and Documentation

• Maintain accurate and up-to-date records of all collection activities in the company's database.
• Prepare and submit regular reports on recovery performance and progress.
• Ensure compliance with data protection laws and confidentiality policies.

Compliance and Legal Adherence

• Follow all relevant laws and regulations, including the Consumer Credit Act, FCA guidelines, and company policies.
• Work closely with legal teams to support court proceedings or enforcement actions when required.
• Attend training sessions to stay updated on regulatory changes and industry best practices.

Collaboration and Teamwork

• Liaise with other departments, such as customer service and finance, to resolve account issues.
• Provide feedback to management on recurring issues or process improvements.
• Support team initiatives and participate in performance reviews or training sessions.

Qualifications and Skills

Education and Experience

• GCSEs or equivalent (required); further qualifications in finance, business, or law (preferred).
• Proven experience in debt collection, credit control, or customer service (preferred).
• Knowledge of collections regulations and financial practices (advantageous).

Skills and Competencies

• Strong communication and negotiation skills.
• Excellent problem-solving abilities and analytical thinking.
• Ability to work independently and manage multiple accounts efficiently.

Proficiency in Microsoft Office (Word, Excel) and collections software