About this role
As a Coll - EXE, you will play a crucial role in our customer care and collections team. Your primary responsibility will be to manage and resolve customer accounts and collections, ensuring a positive and efficient experience. You will be the first point of contact for customers, providing excellent service and building strong relationships.
• Handle customer inquiries and complaints related to collections, ensuring timely and accurate responses. • Process and manage customer accounts, including updating records and maintaining accurate data. • Collaborate with the finance team to ensure smooth payment processes and resolve any payment-related issues. • Conduct thorough research and analysis to identify and resolve customer account discrepancies. • Provide regular updates to customers on their account status and progress, maintaining open communication. • Implement effective collections strategies and techniques to maximize recovery rates. • Maintain a high level of customer satisfaction and build positive relationships with clients. • Stay updated with industry trends and best practices in collections and customer care. • Work closely with the FOS (Fairness and Ombudsman Services) team to ensure compliance and fair practices. • Assist in training and mentoring junior team members, sharing your expertise and knowledge.
• A high school diploma or equivalent is required, with a preference for a bachelor's degree in a relevant field. • Minimum 2 years of experience in customer care or collections, preferably in a financial services environment. • Excellent communication skills, both verbal and written, with the ability to build rapport with customers. • Strong problem-solving and analytical skills, with a methodical approach to account management. • Proficiency in using CRM systems and Microsoft Office suite, particularly Excel. • Ability to work independently and manage a high volume of customer interactions. • Excellent organizational skills and attention to detail, ensuring accurate record-keeping. • A customer-centric mindset, with a focus on delivering exceptional service and satisfaction. • Willingness to learn and adapt to new collections strategies and industry developments. • Strong teamwork and collaboration skills, with the ability to work effectively in a dynamic team.