Are you someone with previous experience working for a FCA regulated company?
Do you have experience working in customer service and managing complaints?
Our client, a reputable legal firm, is seeking an experienced Consumer Debt Collections Agent to join their dynamic team at their head office in Thame, on a full-time permanent basis, Monday-Friday. Within this role it will involve inbound and outbound calls, dealing with customers queries and contacting customers regarding overdue payments/balances. The ideal candidate would have previous experience working for a FCA Regulated business as a desirable and experience with handling complaints and sensitive information.
Key Responsibilities:
Contacting customers regarding outstanding payments, overdue balances, fees, and charges to ensure informed customer interactions.
Handling customer enquiries and information requests.
Conduct inbound and outbound calls with the utmost professionalism and empathy, ensuring good communication and good outcomes for all customers.
Establish reasons behind arrears and ensure collection of required information is all up to date, such as income and expenditure, affordability data, in case of any changes to the customer’s circumstances.
Identify any vulnerable customers and be sure to provide tailored support in line with the company’s policies and procedures.
Establish and maintain relationships with third-party business partners.
Ensure customers receive relevant statements in accordance with regulatory guidelines.
Identify customer complaints and escalate them appropriately.
Assist customers with available options/plans to help with their arrears in accordance with the clients’ requirements.
Escalate any accounts when all options to recover arrears are exhausted, and where legal action may be taken.
Report any incidents occurring with customers and clients.
Assist with any potential financial crime, money laundering or criminal activity, again following policies and procedures. Key Skills & Experience:
Prior experience within a FCA regulated environment, a desirable.
Proficiency in telephone systems and adept at handling calls with professionalism and care.
Previous experience working in a customer service or arrears management.
Proficiency in using MS Applications such as Excel, Word and Suite.
Demonstrated commitment to excellent client care.
Strong interpersonal and communication skills.
Exceptional organisation and administration abilities.
High level of accuracy and attention to detail.
Ability to maintain discretion and always uphold customer confidentiality. Additional Information:
Office based: 9am-5:30pm.
26 days holidays, plus Bank Holidays.
Perkbox.
Pension Contributions.
Private Health Insurance.
Discretionary annual bonus scheme.
Wellbeing Policy & Programme – 1 day off per year to volunteer at a charity of your choice. To express interest in this promising role, kindly forward your latest CV, detailing your present or most recent remuneration package and any notice period you might have. For a discreet, detailed discussion about the role, you can reach out to Shanelle Bowyer at (phone number removed). Alternatively, connect with us on LinkedIn via the following link: (url removed)