Customer Service Agent - Debt Management

Our Creditor Services team are licensed insolvency practitioners and one of the UK’s largest bankruptcy appointment takers. We have a large creditor services team which help SMEs, banks, utilities companies, local authorities and professional practices. Our debt collection service team are trained financial professionals supported by licensed insolvency practitioners.

We are looking for a Customer Service Agent to support our Debt Management team. You will have the opportunity to advance your knowledge, develop your technical skills, and put this into practice as part of a growing team.

The Customer Service Agent will support the team in maximising recoveries on behalf of a portfolio of clients whilst ensuring internal and external compliance protocols are met.

Responsibilities

• ​Effectively collect outstanding debt by phone and in writing in a busy department.
• Dealing with own portfolio of cases. Conduct investigations into customer’s affairs, i.e, asset position and identifying business distress and associated trigger points.
• Identify potential cases for further action, be it legal escalation or potential corporate opportunities.
• Provide weekly, monthly and adhoc reporting and analysis of debt to Managers and Directors.
• Minimise any potential complaints – and where they do occur deal with these in line with the agreed procedures.
• Meet regular targets that are set both within your team and the department, including call monitoring and other quality reviews.
• Be able to negotiate payment terms and deal with customers on an individual basis, clearly showing that any payment arrangement is affordable on an ongoing basis.
• Understanding and having the ability to adopt approaches towards different customers according to the situation.
• Have a good understanding of the way to identify and deal with Care/Vulnerable customers and assist them as best you can.
• Maintain awareness and implementation of Treating Customers Fairly when communicating with customers, including passing regular tests to ensure understanding of the key standards.
• Assisting with other departments if and when necessary, including upselling of internal portfolio risk products and collecting change of tenancy information for our utility clients.

Personal and professional qualities

The team will support your training to be successful in the position. We also have a number of learning programs and online modules, we provide a training suite with over 300 courses that are accessible on demand to help you develop further.

• We are looking for a proactive and forward thinking individual who is able to work independently as well as part of a team. This role would suit someone who is resilient with strong negotiation skills.
• Experience of working in a telephone-based role, either within debt collection, customer services or sales.
• An insolvency-based background would be beneficial.
• Previous experience of working with clients within the utilities sector would be beneficial.
• Studying for Institute of Credit Management would be advantageous.
• Effective use of IT including Excel, Word and PowerPoint.
• Maintains high professional standards of conduct and practice.
• Able to organise and manage time efficiently and effectively whilst being flexible.
• Awareness of TCF, Lending Standards Board.
• Excellent written and verbal communication skills.
• Ability to multitask and work in a fast-paced environment is essential.

Job Types: Full-time, Permanent

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Essex, CM14 4HG

Reference ID: req6406