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- To negotiate payments with customers to clear and update the files as efficiently as possible.
- Answering a high volume of calls from customer, both through inbound and outbound calls and maintain a rapid response according to agreed standards.
- Negotiating full payment of the debt and fees arranging a repayment schedule to clear the debt within set guidelines and targets.
- Controlling the call so as to retrieve all the relevant information from the caller, enabling efficient management of the file.
- Correctly extracting information from file notes to deal with the calls efficiently.
- Logging information on calls received and maintain detailed and accurate records.
- Liaising with Enforcement Agents on the status of files when required.• Attend training to develop relevant knowledge, technique and skills.
- Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.
- Assisting with other office duties when required
- Prior Collections/Debt Recovery or Credit Control experience
- Previous telephone-based customer service experience is required.
- Excellent call handling skills with the ability to remain calm on the telephone but establish a firm and confident telephone manner.
- Excellent track record of exceeding targets
- Target driven.
- Highly organised• Able to work well under pressure and deal with calls of the nature of the business.
- Team Player with ability to work under own initiative.
- Sound Decision Making Skills.
- Flexibility and Good Interpersonal Skills
- Up-to-date knowledge of relevant industry standards (Preferred)
- Knowledge of Road Traffic and Council Tax Debt (Preferred)
- Excellent mathematical skills
- Microsoft office including excel and PowerPoint.
