Collections Agent

Providing a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported
Ensuring regulatory compliance in the case of collections activity, determining reason for customer payment delinquency and obtains payment commitment.
Using online systems to accurately document customer account information, adhering to data privacy legislation.
Understand the customers financial situation, providing options and solutions, ensure fair outcomes, including for our vulnerable customers.
Build rapport, empathise, and have meaningful conversations with our customers to deliver excellent customer service.
Handle customer telephone calls (both inbound and outbound) and interactions in an efficient, effective, and professional manner.
Responding to customers emails and providing accurate financial calculations.
Embrace learning, coaching and development to continuously improve your skills and capability.

• Analytical, investigatory and problem-solving skills.
• Ability to demonstrate empathy and ownership of customers and their financial position.
• Resilience in handling customer’s personal financial situations and complaint handling.
• Confident and comfortable speaking and asking questions on the telephone to gain a full understanding of our customers circumstances.
• Be able to make decisions to best support customers.
• Navigating around multiple systems.
• Good literacy and numeracy skills. These will be required for email correspondence and calculating finances.
• Proactively taking ownership of own training and competence requirements.
• A positive attitude towards change and a desire to grow to be the best you can be.
• Can work independently and as part of a small team of around 12 people.

Demonstrates strong analytical and problem-solving skills while providing excellent customer service and ensuring regulatory compliance. Capable of navigating multiple systems and effectively communicating with customers to understand their financial situations and deliver fair outcomes.

• Analytical Skills
• Empathy
• Regulatory Compliance
• Customer Service
• Problem-Solving Skills

• Financial Calculations
• Data Privacy Legislation
• Email Correspondence
• Documenting Customer Information
• Collections Activity

• Resilience
• Ownership
• Positive Attitude
• Effective Communication
• Team Collaboration

• Customer Interaction
• Payment Delinquency
• Vulnerable Customers
• Complaint Handling
• Independent Work

• Online Systems