Fluro
Collections Consultant
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The Collections Consultant
The Collections Consultant handles day-to-day inbound and outbound contact with customers in arrears. They are the voice of Fluro's collections function: speaking to customers across phone, email, SMS, and WhatsApp, understanding their circumstances, and agreeing sustainable repayment arrangements.
This is a role where empathy and accountability go together. The right person can have a difficult conversation with a customer who is struggling, stay calm and professional, and reach a resolution that is fair for the customer and right for the business.
Key Responsibilities
- Handles inbound and outbound collections contact across phone, email, SMS, and WhatsApp within SLA
- Contacts customers in arrears to discuss their situation and agree sustainable repayment arrangements
- Sets up and maintains repayment plans, direct debits, and forbearance arrangements accurately
- Processes IVA and DMP notifications and takes the required account actions
- Identifies vulnerable customers and applies the appropriate vulnerability process consistently
- Recognises simple complaints within scope, resolves them correctly, and escalates complex cases to the Complaints Lead
- Completes all case records and call notes accurately after every interaction
- Meets daily and monthly contact and quality targets
- Acts on QA feedback and takes personal ownership of quality improvement
- Participates in team huddles and calibration sessions
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Key Skills and Experience
- Able to conduct inbound and outbound collections contact across phone, email, SMS, and WhatsApp professionally
- Understanding of repayment plan options, direct debit management, and forbearance approaches
- Familiar with IVA and DMP processes and the account actions they require
- Aware of Consumer Duty obligations and what fair treatment looks like in a collections context
- Able to identify vulnerable customers and apply Fluro's vulnerability framework consistently
- Accurate in case recording, repayment plan documentation, and compliance-related administration
- Developing familiarity with Receeve, Zendesk, and Aircall
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Benefits
- Pension scheme – Fluro matches up to 5%
- Health Insurance, which includes covering the full cost of premiums and can be extended to cover any dependants who live at the same address
- Fluro pays up to £30 per month towards an employee’s gym membership
- Life insurance policy – 4x salary
- Income protection policy
- Service Recognition for 5+ years & 10+ years at Fluro
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