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