Collections Specialist
Skills
Collections ManagementCooperativeCredit CardsCustomer Relationship ManagementCustomer SupportFinancial ServicesRegulatory Compliance
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Strong customer service and phone handling skills
- Active listening and clear verbal and written communication
- Negotiation skills for sensitive financial conversations
- High attention to detail and accurate record keeping
- Ability to handle confidential financial information
- Experience using CRM systems and multiple agent tools
- Ability to multitask and work in a fast paced changing environment
- Adaptable approach to meet different customer needs
- Ability to manage challenging conversations with customers
- Self motivated and reliable follow up on actions
Nice to have
- Friendly
- Polite
- Patient
- Understanding
- Cooperative
- Adaptable
Day to day
- Deliver attentive customer support across Live Chat telephone and email channels
- Handle account queries maintain records and keep sensitive financial information confidential
- Engage proactively with customers to understand circumstances negotiate repayment solutions and support collections outcomes
- Complete income and expenditure assessments and agree suitable forbearance support while following FCA and Consumer Duty expectations