Customer Service/ Collections Advisor

Customer Service/ Collections Advisor

West London

Salary: £27,500 - £30,000

Bonus: Discretionary performance related bonus scheme (capped at 10% annual base salary) following probation, paid quarterly.

Full-time, Office-Based, Monday to Friday, 9:00 AM - 5:30 PM

Client Brief

Our client launched in 2016 to provide vehicle financing on a flexible basis for Ride-Hailing drivers and they at the forefront of the electric vehicle revolution - and their mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt and Rent-To-Buy.

Our Customer Experience and Collections Agents are key to our business. As the point of contact for our customers in relation to payments, both reactively in terms of any payments-related questions and proactively in terms of debt collections, you will be responsible for maintaining a high level of customer satisfaction and ensuring timely collections from our customers, both from our live customers and from those customers who plan to terminate their contract.

Your Responsibilities:

• Customer contact - making outbound contact attempts via email, SMS, and Telephone, reaching out to customers who are experiencing financial difficulty.
• Provide excellent customer service to our customers, addressing inquiries and resolving issues promptly.
• Manage collections activities, ensuring timely payments and reducing delinquency rates.
• Develop and implement customer service and collections strategies to improve overall customer experience and maximize collections efficiency.
• Work closely with internal teams to identify and resolve customer-related issues.
• Maintain detailed and accurate customer account records, actioning transactions, and processing customer payments.
• Identification of customer vulnerability, providing the appropriate support
• Compliance with FCA, TCF, AML, GDPR & PCI guidelines

Requirements

• A friendly personality and at least 2 years customer service and collections experience.
• Excellent organisation, communication (oral and written) and interpersonal skills.
• Strong negotiation and influencing skills (including in relation to payment plans/settlements)
• Problem solving skills - the ability to work with customers to find mutually agreeable solutions.
• Proficient in using MS Office (including Excel) and CRM software.

Nice-to-have skills/knowledge:

• Experience in FCA regulated debt collection processes.

Benefits

• Bonus: Discretionary performance related bonus scheme in place (capped at 10% annual base salary) following probation, paid quarterly.
• Pension: Statutory pension scheme.
• Holiday: 20 days per year plus bank holidays.