Collections Agent

Collections Agent London based digital banking company £27,000 - £32,000 plus excellent benefits Hybrid working - 2 to 3 days per week in London office. Collections Agent required for our client, an award winning digital lending company that is growing quickly and offering amazing career development opportunities. You will be given full training and tools to carry out your role to a very high standard to ensure the optimisation of recovery strategies and supporting customers in financial difficulty. This is a fantastic opportunity to join the world of fintech and be part of a business that genuinely care about, progress and value their staff. Duties will include: Respond to customer queries in a timely and efficient manner via phone and email. Take a careful and considered approach to handling potentially difficult conversations with those in financial distress. Ensure email and phone correspondence is carried out with a laser focus on treating customers fairly. Establish and negotiate reasonable and positive outcomes for each customer Promote and arrange settlements or repayment terms where necessary Suggest and help implement new process improvements Support and collaborate with team members, sharing knowledge and contributing to an already very positive working environment. Essential skills: Experience working in a telephone based customer service / collections role in an FCA regulated organisation Empathy, understanding and a bit more empathy Excellent problem solving skills and ability to make decisions independently Ability to communicate effectively and negotiate mutually beneficial solutions for the customer and the business. Understanding of Treating Customers Fairly and Consumer Credit Act policies