Collections Advisor

Description

Location: Redditch Type: Full-time, Permanent

Monday - Friday 9-6 + one saturday every 4 weeks with a day off in the week

Salary: £26,000 + £1000 increase in years 1 & 2

We're looking for a Collections Advisor to join our fast-paced, people-first team. In this role, you'll support customers through the life of their finance agreements — from answering questions and resolving issues to helping those in financial difficulty find fair solutions.

Key Responsibilities:

Respond to customer inquiries via phone, email, and live chat in a prompt and professional manner.

Provide clear, accurate information regarding finance agreements, products, services, and customer options.

Resolve complaints and queries with empathy, ensuring fair outcomes for customers.

Maintain accurate customer records, documenting all interactions according to internal procedures.

Manage cases from start to finish, ensuring timely follow-up, progression, and resolution.

Monitor and manage customer payment arrangements, ensuring prompt action and effective engagement.

Conduct affordability assessments and recommend appropriate forbearance options.

Negotiate payment plans for customers, particularly those in higher arrears.

Review customer applications and conduct trace activity to reconnect with lost contacts.

Coordinate vehicle returns under Voluntary Surrender or Voluntary Termination, including transport and sale.

Manage shortfall accounts after vehicle disposal or in cases without remaining assets.

Assess the need for field agent visits based on customer circumstances.

Instruct repossession only after all other resolution options have been explored, ensuring compliance with legal and internal guidelines.

Monitor vehicle status, ensuring compliance with insurance and MOT requirements.

Liaise with internal teams and external partners, such as field agents and recovery services, to support case resolution.

Ensure all actions comply with regulations, internal policies, and industry best practices.

Assist in the rehabilitation of agreements, bringing accounts back into a current status where possible.

Identify vulnerable customers and provide appropriate support, including signposting to relevant resources.

Handle sensitive conversations with professionalism and empathy, particularly in cases involving enforcement or repossession.

Process secure payments over the phone and assist with payment-related queries.

Consistently deliver high-quality customer service, meeting service levels and targets.

Adhere to compliance, data protection, and documentation standards.

This role is ideal for those who thrive in a fast-paced, customer-focused environment and enjoy problem-solving while ensuring that customers receive the highest level of service.

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Ad ID: 5417293932