Collections Executive

InterQuest Financial Markets; West Midlands Combined Authority; Hybrid; GBP 26,000 - 28,000; Full time

Job description

Our client is a leading specialist mortgage lender who provide award winning products. Due to expansion, they're looking to recruit a Collections Executive paying between £26,500 and £28,000 and plus up to a 12.5% annual bonus taking your total package to £31,500. This is to be based from their office in Wolverhampton, where they have a hybrid working policy in place.

You will undertake all aspects of financial support activity utilising inbound and outbound technology. Confidently negotiating payment arrangements or alternative solutions for individual customer situations, to minimise bad debts.

What is expected of the Collections Executive?

• Communicating effectively with customers to understand their financial situation, asking exploratory questions to ensure a thorough understanding of their circumstances to agree suitable arrangements for repayment.
• Using a variety of communication channels to ensure timely interaction with customers predominantly via telephone, but also via email and letters.
• Ensuring a consistently high level of customer service through all communication methods, using appropriate tools and methods available.
• Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey - examples of this could include looking at reduced payments and other forms of forbearance to referring to management to apply for eviction dates.
• Identifying customers that show signs of vulnerability and working within the Group's framework to ensure suitable steps are taken.
• Updating system notes to accurately reflect the conversation with the customer.
• Developing your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling and effectiveness.

What we look for in a Collections Specialist?

• Previous experience in a financial support or arrears role.
• Comfortable speaking to customers on the phone.
• Strong verbal negotiation, communication, empathy and listening skills.

What the Collections will receive?

• Between £26,500 and £28,000.
• Up to 12.5% annual bonus.
• Hybrid working.
• 28 days annual leave plus bank holidays.
• Contributory pension (8% employer 5% employee).
• Life Assurance (4x salary) plus Group Income Protection.
• Access to Private Medical Insurance and Medical Cash Plan.
• Additional benefits such as Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase/sell schemes, Employee Perk Portals, Payroll giving and save as you earn scheme.