Collections Advisor

  • Ref:3103
  • Date Published:2016-11-23
  • Consultant:Simon Goymer
  • Type:Permanent
  • Category:Support
  • Location:City
  • Salary:£24,000 - £27,000


Leading peer to peer finance business requires a Collections Advisor to support the Customer Services Team. You must have fantastic communication skills and the ability to ask the necessary questions and obtain the required information.


Responsibilities include:


Working in the busy Collections team you will handle customer calls, providing technical and product specific support to other departments and customers internally and externally

Work in close partnership with customers in financial difficulty to understand their individual circumstances resolving any enquiries or disputes in a manner that is sensitive to the customer's individual needs whilst managing their expectations.

Actively resolve complaints in line with Financial Conduct Authority complaint handling requirements and ensure that all third parties are notified.

Display the highest level of verbal and written communication to customer's suppliers and third parties

Underwriting existing and previous customers

Take responsibility for resolving disputes, ensuring that caller concerns are actioned correctly and all parties are notified.

Supporting field collections team

Ensuring full understanding of the Company's quality standards and expected standards of service in support of this role.


Key skills:


Computer and numeracy literate.

Excellent communication skills both written and verbal.

A financial industry background is desirable but not essential.

Experience of working in a similar role.

Confident with managing relationships with clients.

Strong customer and client relationship skills

Good logical reasoning, analytical skills and decision making ability.

A confident telephone manner with the ability to manage both inbound and outbound calls in a busy contact centre environment

A practical understanding of Financial Conduct Authority (FCA) Treating Customers Fairly requirements

Collections and complaint handling experience ideally from within an FSA/FCA regulated environment

Ability to remain calm under pressure and be polite and patient

Be a confident, self-motivated and enthusiastic team player

Strong problem solving & negotiation skills

Ability to prioritise and work in a fast paced environment