Collections Customer Advisor
Lingley Mere, Warrington
Our Collections Advisor jobs deal with cash collection activities on either a written basis or on the telephone in order to obtain payment for outstanding customer bills. On a day-to-day basis, Collections Advisors speak to a wide-variety of customers from different areas and backgrounds, some of whom are in financial difficulty.
Being able to build relationships with these customers, as well as showing empathy with those who are struggling are key attributes we look for in our new recruits. Using fact-finding skills to understand the customer's ability to pay is vital in this role, Collections Advisors are tasked with owning a customer's contact, right the way through to it's resolution, ensuring that promised actions are completed and the customer is kept up-to-date, every step of the way.
As well as dealing with our customers, Collections Advisors also liaise with third party organisations, including representatives of the Court system, those from external debt collection agencies, as well as colleagues from other internal departments. So an ability to deal professionally with internal and external colleagues across all levels is really important. A key focus of this role is to ensure that our customers receive excellent customer service at every contact and in addition to this; Collection Advisors' activities must comply with all regulations, policies and Civil Procedure Rules where these are applicable.
The role involves discussing and negotiating payment plans for customers that are unable to pay their outstanding bill in full. There will also be calls where a negotiation is required with customers who are avoiding payment. Some Collections Advisors will deal with customers whose account is being dealt with by the Small Claims Court, so there is need to deal with these types of customers sensitively.
On a daily basis, Collections Advisors deal with all aspects of customers' bills, therefore attention to detail and an ability to make sense of figures are pre-requisites for applicants for this role. Dealing with many customers in a variety of situations calls for resilience, determination and a positive can-do attitude. In addition to this, applicants should have good written and verbal communication skills.
Visit our behind the scenes page to catch a glimpse of a real-life Collections Advisor.
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