Customer Service Representatives; Collections

Join a Team That's Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We're looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

As a Collections Agent, you will be responsible for managing customer accounts with outstanding balances and working with customers to resolve overdue or outstanding debts. You will provide a high standard of customer service while using effective communication, negotiation, and problem-solving skills to understand each customer's circumstances and identify appropriate solutions.

You will handle inbound and outbound customer contacts, negotiate and establish suitable payment arrangements, support vulnerable customers, and take appropriate follow-up actions to bring accounts to resolution. You will also be responsible for accurately documenting customer interactions, account activity, and payment arrangements in the relevant systems.

• Make and receive inbound and outbound calls and communicate with customers through telephone, email, chat, SMS, and website channels regarding outstanding accounts.
• Contact customers regarding overdue balances, missed payments, and outstanding debts
  , while maintaining a professional and empathetic approach.
• Provide excellent customer service while working toward the resolution and collection of outstanding accounts
  .
• Understand the customer's circumstances and identify appropriate solutions to help resolve their account.
• Negotiate payment arrangements and repayment plans in line with applicable policies and procedures.
• Support vulnerable customers
  , recognizing their individual circumstances and tailoring the customer journey where appropriate.
• Review account information thoroughly and use available tools and resources to determine the most appropriate course of action.
• Respond to customer inquiries, concerns, and requests while balancing customer needs with the requirements of the collections process.
• Follow up on outstanding accounts and agreed payment arrangements to support timely resolution.
• Accurately document all customer interactions, account updates, commitments, and payment arrangements within the relevant systems.
• Maintain a high level of compliance, confidentiality, and attention to detail when handling customer and financial information.
• Understand our clients' products, services, and account processes to provide accurate information and appropriate solutions.
• Collaborate with colleagues and other teams to resolve customer queries and improve the overall collections and customer experience.
• Meet relevant quality, productivity, and collections performance expectations
  .
• Perform other duties as assigned.

Work Model
:
Hybrid (combination of in-office and remote work)

Hours
:
Monday
- Friday 8:30am - 5:30pm (37.5 hour & 40 hour contracts available)

Pay Rate
: £12.75 per hour/ £26,520 per annum, based on a 40-hour work week

Office Location
: 310 St Vincent Street, Dalmore House, Glasgow, G2 5RU
(Our brand new office)

• Previous collections, debt recovery, credit control, or customer service experience is highly desirable.
• Experience handling outstanding balances, arrears, payment issues, or payment arrangements is an advantage.
• Previous experience in a finance, banking, credit, collections, or contact centre environment is an asset.
• Strong verbal and written communication skills, with the ability to communicate confidently and professionally with customers.
• Negotiation and influencing skills
  , with the ability to have sensitive conversations about outstanding payments.
• Empathetic and compassionate approach, particularly when supporting vulnerable customers or customers experiencing financial difficulties
  .
• Strong problem-solving and decision-making skills, with the ability to identify appropriate solutions for customers.
• Excellent attention to detail and…