Collections Advisor
| Posting date: | 16 June 2025 |
|---|---|
| Salary: | £26,000 per year |
| Hours: | Full time |
| Closing date: | 16 July 2025 |
| Location: | Collections Advisor |
| Remote working: | On-site only |
| Company: | Workforce Recruitment and Training |
| Job type: | Permanent |
| Job reference: | Collections Advisor-65507 |
Summary
We are seeking a Collections Advisor to play a vital role in assisting customers throughout the duration of their finance agreements. This is a dynamic, customer-centric position that requires strong teamwork, excellent communication skills, empathy, and a proactive approach to problem-solving.
Key Responsibilities:
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Respond to customer inquiries via phone, email, and live chat in a prompt and professional manner.
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Provide clear, accurate information regarding finance agreements, products, services, and customer options.
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Resolve complaints and queries with empathy, ensuring fair outcomes for customers.
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Maintain accurate customer records, documenting all interactions according to internal procedures.
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Manage cases from start to finish, ensuring timely follow-up, progression, and resolution.
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Monitor and manage customer payment arrangements, ensuring prompt action and effective engagement.
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Conduct affordability assessments and recommend appropriate forbearance options.
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Negotiate payment plans for customers, particularly those in higher arrears.
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Review customer applications and conduct trace activity to reconnect with lost contacts.
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Coordinate vehicle returns under Voluntary Surrender or Voluntary Termination, including transport and sale.
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Manage shortfall accounts after vehicle disposal or in cases without remaining assets.
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Assess the need for field agent visits based on customer circumstances.
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Instruct repossession only after all other resolution options have been explored, ensuring compliance with legal and internal guidelines.
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Monitor vehicle status, ensuring compliance with insurance and MOT requirements.
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Liaise with internal teams and external partners, such as field agents and recovery services, to support case resolution.
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Ensure all actions comply with regulations, internal policies, and industry best practices.
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Assist in the rehabilitation of agreements, bringing accounts back into a current status where possible.
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Identify vulnerable customers and provide appropriate support, including signposting to relevant resources.
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Handle sensitive conversations with professionalism and empathy, particularly in cases involving enforcement or repossession.
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Process secure payments over the phone and assist with payment-related queries.
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Consistently deliver high-quality customer service, meeting service levels and targets.
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Adhere to compliance, data protection, and documentation standards.
Knowledge & Experience:
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Good standard of secondary education with at least C-grades in Maths and English; higher levels of education preferred.
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No formal qualifications required, as full training will be provided.
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Experience in a customer-focused or service-based role, preferably within the financial services industry, is desirable but not essential.
Key Competencies:
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Customer Service: Committed to providing a first-class customer experience, prioritizing the customer's needs with a balance of empathy and assertiveness.
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Attention to Detail: Demonstrates accuracy and thoroughness in task execution while balancing the need to deliver results.
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Innovation & Problem Solving: Continuously seeks better ways of working and uses strong problem-solving skills to find the best solutions.
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Communication: Excellent listening, verbal and written communication skills, adjusting communication style to fit the audience.
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Judgement & Decision Making: Uses sound judgment, drawing from solid knowledge when making decisions or offering advice.
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Integrity: Builds trust through honesty, ethical behaviour, and adherence to promises and rules.
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Planning & Organising: Effectively plans and prioritizes workload to achieve desired outcomes within timelines.
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Energy & Drive: Demonstrates enthusiasm, energy, and determination to meet and exceed objectives.
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Team Work: Collaborates transparently with others to support team goals.
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Tenacity & Resilience: Perseveres through challenges with creativity, focus, and determination.
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Business & Regulatory Awareness: Stays informed about industry developments and regulatory changes, applying this knowledge in day-to-day activities.
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.
Lauren Watts
Recruitment Consultant | Workforce Professional
M: 07350 435445 T: 01527 749923
E: lwatts@weareworkforce.co.uk
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