Collections Agent

Job Description:

Collections Agent

Salford Quays

Hybrid Working (up to 3 days WFH per week)

Permanent

Full Time (37. 5 hours per week)

£26,000 (negotiable) + Fantastic Benefits

We make health happen

Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

The primary purpose of this role is to maintain a dedicated portfolio of clients. To ensure effective credit control and reconciliation, so that monies are collected in a timely manner and that appropriate steps are initiated following non-payment of subscriptions.

How you'll help us make health happen:

• The role holder will be required to deliver a high quality service to both internal and external customers by actively assisting the Sales department in the acquisition, management and retention of customers through communication and relationship management with the customers and/or their intermediary.
• To ensure any complaints received from the client/broker or internal departments regarding their work, is logged onto the Bupa complaints management system, investigated and resolved or escalated to the Credit Control Manager where appropriate.
• Action appropriately all correspondence (including e-mails, telephone enquiries, faxes, letters) from client/internal Bupa departments regarding credit control queries, and any additional ad-hoc duties that may be required to support the credit control team. To continuously provide a high standard of service and administration to all internal and external customers.
• Offer a professional and co-ordinated account management service for the customer.
• Adopt a focussed chasing approach of past due accounts by telephone, letter and email.
• To monitor the account balances of each customer in their portfolio to ensure that the debt position is under control and that problem areas are investigated, and where necessary payment plans are agreed or forwarded on to the relevant area to resolve.
• To manage the total and individual debt position on their portfolio and ensure the timely collection of monies outstanding in line with stipulated policies and procedures.
• To investigate and reconcile customer accounts to resolve customer queries.
• To be available to take internal and external telephone queries from groups/brokers and all areas of the business, dealing with any requests in a timely manner, managing the customers' expectations and also dealing with any membership/invoice queries.
• Maintain close contact with brokers and groups customers in relation to the debt position on their portfolio. Continuously providing a high standard of service and administration.
• Achievement of departmental and individual targets.
• Be responsible for the maintenance and upkeep of own personal PDP, learning new skills as appropriate.
• To log any group/customer complaints and escalate in accordance with the FCA/FOS guidelines.

Key Skills / Qualifications needed for this role:

• Excel skills required
• Must be analytically and numerically minded
• Experience within a Credit Control environment is preferred but not essential
• Quick to learn, with the ability to anticipate and respond to the needs of the customer, while ensuring the good business practices are followed in accordance with Bupa guidelines
• An ability to prioritise their own workload, with excellent organisational and time management skills
• Self-motivated and an ability to work on own initiative
• An ability to communicate comfortably with people at all levels
• To demonstrate sound business reasons for decisions and possess well-developed analytical skills, when making real time decisions, whilst at the same time demonstrating customer empathy

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to "Be you at Bupa", we chion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type:

Full time

Job Area:

Finance & Accounting

Locations:

Bupa Place