Collection Agent

Title: Debt Collections Agent

Location: Sheffield City Centre

Reports to: Team Manager

Hours: 37.5 hours per week

Summary of Position

My Finance Club launched in 2017 and provides short term loans to the UK market. We are fully authorised and regulated by the Financial Conduct Authority (FCA).

The Collections and Recoveries Team is a specialised team within My Finance Club, assisting with the late stages of borrower arrears to maximise the recovery of legacy arrears cases and provide affordable repayment plans, that are sustainable, for our customers. The ideal agent will be able to strike a balance between providing a high level of customer service, problem resolution and the collection of outstanding debt.

You'll will be joining a friendly and supportive team.

• For this role, we require a minimum of 1 year experience in debt recovery / collections
• This role is office based for 37.5 hours a week Monday to Sunday
• Please note you will be required to work on a shift rota

A Day In The Life

Join the MY Finance Club team where you will undertake collection of overdue accounts, ensuring that all arrears cases are actioned promptly and effectively and in a timely manner to maximise recoveries and minimise losses on each case.

• Managing inbound and outbound calls through a dialler system to discuss repayment of the borrower's outstanding arrears
• Agreeing and setting up repayment plans with customers
• Taking over the phone payments
• Responding to customer and third-party emails
• Administrative work handling requested customer changes
• Engaging in empathetic conversations
• Sign-posting borrowers with financial difficulties to not-for profit debt agencies

Duties & Responsibilities

• Deal competently and efficiently with high volumes of Collections calls inbound and outbound, via manual and auto-dialling
• Dealing with overdue accounts / accounts in late arrears
• Support to the team manager and colleagues as required
• Attend team meetings providing productive and proactive suggestions
• Act as a first point of contact for our customers
• Review and respond to correspondence from Customers (once trained)
• Operate in line with all FCA and other key finance industry regulations and laws
• Take ownership for personal development objectives
• Ensure that arrears are kept below budgeted maximums

Skills & Experience Required

• Debt recovery/collections experience is required
• The ability to have the harder conversations with customers in arrears on their accounts
• The ability to work well in a team environment
• Experience of working on a dialler
• Basic user level in Microsoft products such as Outlook, Word, Excel & PowerPoint
• Flexibility to work rotational shifts
• Strong solve problems skills and the ability to help customers who are experiencing financial difficulties
• Be resilient whilst helping customers with difficult issues/circumstances
• Maintaining up to date records and allocation of monies
• Experience within a contact centre/call centre environment and the ability to empathise and actively listen to our customers
• You're highly numerate and with an analytical mind

Desirable experience

• Familiar with FCA regulation, data protection, and anti-money laundering principles

• Understanding of assessing affordability, for example using income and expenditure forms

• Experience taking payments and arranging suitable payment plans
• Assisting vulnerable and non-vulnerable customers by identifying appropriate arrears solutions.

Note: The above job description is a general outline of the typical duties and responsibilities associated with the role of a Legacy Debt Collections Agent. It may vary depending on the specific requirements of the organisation.

Benefits & Package

Salary:

£20,500 pa. starting salary, reviewed annually

Salary after probation passed

£24,500 pa

Pension:

Workplace pension

Holiday:

20 days holiday per year plus bank holidays

Bonus:

Annual bonus related to company and personal performance

Other:

Monthly recognition awards and rewards aligned to growth

Probation:

3 months

Sick leave:

Statutory sick pay applies