Job Description
The purpose of the Collections & Recovery Agent is to chase overdue debt, resolve any customer related invoice queries, and agree on any payment plans in line with the authority matrix. The Collections & Recovery Agent will also handle any customer cases that require escalated actions such as vehicle repossession or preparation and handover for external debt collection.
PRINCIPAL ACCOUNTABILITIES:
1. Run Age Debt Report to ensure customer portfolio is being maintained and constantly worked on.
2. Responsible for volume outbound and inbound calls.
3. Monitor Collections inbox and work emails in a timely manner.
4. Raising credits and making sure they are worked on continuously to avoid any backlogs.
5. Dealing with customer queries promptly and collaborating with other internal departments to resolve queries raised by customers.
6. Maintain accurate and up-to-date customer details records.
7. Collect payments by phone, email, and letters – keeping records of customer files.
8. Log on to the bank daily and allocate payments on accounts to ensure the ledgers are accurate.
9. Ensure Collections Team Leader & Head of Credit is aware of potential issues associated with any risky customers.
10. Handle sensitive information in a confidential manner.
11. Ensure a high level of customer service is provided to the customer, offering them all relevant information to allow them to understand any options available to them.
12. Undertake the prescribed business processes as required, by being responsible for acquiring regular updates from third parties, and updating the contract to reflect the correct position.
13. Prepare appropriate documentation to instruct an external agent.
14. Prepare bad debt write-off file in line with the approval matrix and action write-offs in the MILES system.
15. Undertake all collections activities in accordance with the required regulations; Companies Policies and Guidelines laid down by Leasys.
16. Establish and manage third-party relationships with specialist agents, solicitors, and trace specialists if required.
17. Adhere to formal Leasys regulatory processes, policies, and procedures.
18. Treat customers with respect adhering to the principles of Consumer Duty ensuring an optimal customer outcome is achieved in every instance.
PERFORMANCE MEASURES:
1. 1-2-1 general reviews with Manager.
2. Continuous collections review on debt ledger.
3. Review on any targeted and risky customers.
ABILITY AND SKILLS PROFILE:
1. Excellent communication (including written) and negotiation skills when dealing with customers.
2. Ability to listen to customers to obtain clues that lead to additional contact information.
3. Excellent negotiation skills and excellent attention to detail and organizational skills.
4. Confident in making decisions; takes ownership of individual arrears cases where required.
5. Demonstrate prioritization skills in terms of meeting productivity targets.
6. Ability to operate, upon training, contract, collections and workflow management systems, and associated office equipment.
7. Good problem-solving, communication, and organizational skills.
8. Constantly look to improve current Collections processes and business practices.
9. Balance empathy with assertiveness.
10. Tenacious and ability to remain calm under pressure/during stressful conversations.
11. Possess a positive attitude and enthusiasm.
12. Maintain professionalism in all aspects of communication.
13. Self-driven and motivated.
14. Ability to interact within a team and thrive in a team environment.
15. Independent and able to work with minimal daily supervision.
16. Adaptive – ability to adjust to a rapidly changing business environment.
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
1. Educated to A Level Standard or equivalent.
2. At least 3 years’ experience as a credit controller.
3. Experience in the automotive or consumer finance industry advantageous.
IT SKILLS PROFILE:
1. Proficient IT skills and competent user in Microsoft Office (Word, Excel).
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