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Customer Collections Executive / Financial Recoveries Agent
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Job Title: Customer Collections Executive / Financial Recoveries Agent
Location: Guildford
Salary: GBP22,500 - GBP24,000 per annum FTE depending on experience, plus performance incentives
Job Type: Permanent, Full Time
The Company
Guildways is a trading name of Lovetts Ltd and is looking for a focused individual with high attention to detail, to assist in recovering monies owed to its clients.
The company offers regular social events, a benefits package (including discounts at hundreds of high street stores) and a quarterly bonus scheme.
About The Role
The primary purpose of the Customer Collections Executive role within Guildways is to ensure the performance standards and the company's objectives are met to enhance revenues brought in by utilising their negotiation skills.
The Customer Collections Executive will report to the Department Manager in a highly dynamic environment with the ability to grow in the role.
Please note the company does not offer sponsorship and therefore candidates must have the legal right to live and work in the UK to be considered for this role.
This is an office-based role with no home working available and therefore candidates must live within a commutable distance from Guildford.
Key Responsibilities
Increased Revenue Through Target Mechanisms
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- Achieve Collection Targets Set.
- Manage and understand monthly collector targets in collaboration with Team leader.
- Assist in achieving a mandate strategy.
- Working as a team.
Improved Productivity Through Streamlined Efficiencies And Effectiveness
- Ensure monthly workload targets are met. (Productivity)
- Consistently work on improving daily, reviews and to ensure meeting set objectives.
- Maintains acceptable work ethics within assigned mandate.
Delivered Quality Customer Service
- Provides feedback to clients as and when required.
- Investigates client/ debtor complaints in real time resolving these promptly and efficiently or referring to the department manager where appropriate.
- Escalates complex queries / complaints to the Department Manager.
Knowledge
About you:
- Knowledge and understanding of financial recovery CRM systems preferred but not essential as training will be provided.
- Good Knowledge of collection processes.
- Debt Collection policies and procedures
- Excellent People Skills
- Innovated and motivated
- A can-do attitude and willingness to go an extra mile
- Living the Guildways approach and values.
Skills
- Computer Literacy (Microsoft Office: Excel, Word)
- Call handling skills. Ability to solve queries.
- Team Player
- Excellent Communication skill (written and verbal).
- Interpersonal skills
- Sense of urgency in terms of working to improve on performance
- Strong customer service skills.
- Ability to work well under pressure and manage stress effectively.
- A can-do attitude with the ability to adapt in a fast-paced and changing environment.
- Excellent Verbal Communication and Active Listening skills. Effective verbal communication is one of the most valuable skills in the debt collection industry.
- Emotional Intelligence.
- Ability to Problem Solve
- Attention to Detail
- Understand technology
- Ability to work under pressure
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The best collectors have a range of skills that make them successful: intelligence, intuition, the ability to be objective, quick thinking to adapt to new situations, good diction and communication skills, the ability to problem-solve, and most importantly some charisma.
Experience
Call centre experience is an advantage, but on-the-job training is provided.
Qualifications
GCSE or Post GCSE Qualification highly desirable.
Benefits
- Regular Staff Events
- Incentive Scheme, including a quarterly bonus
- Staff Benefits Package, including access to hundreds of high street discounts
- Ongoing staff training
- Enhanced Paternity/Maternity leave
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