Job title:
Collection Advisor
Location:
London
Reports to:
Loan Operations & Process Manager
Purpose and scope of the role (to include management and budgetary responsibility):
- To manage the collection of debt from loan customers
Main duties and responsibilities:
- Oversee the monthly direct debit collection process, confirm repayments made and resolve any failed direct debit payments
- Process any non-standard payments (cheques, BACS payments)
- Minimise arrears levels by following arrears process: issuing arrears letters and making telephone calls to customers to encourage them to resume payments, or negotiate reduced payment plans
- Investigation of cases where customer cannot be contacted
- Escalate cases where the customer is refusing to make continued payment, and engage third party debt collection agency and solicitors in order to achieve resumed payment
- Monitor the progress of cases escalated to third parties
- Handle incoming calls from Loan Customers
- Support monthly data reconciliation processes
- Provide input into management reporting
- Escalate complaints, recommending course of action based on initial case reviews
- Where companies are in liquidation/ bankrupt, contact Administrators, register claim and monitor outcomes
- Record all customer contact in Loan System
- Adhere to relevant regulations (e.g. Anti-Money Laundering and Data Protection)
- Contribute ideas and suggestions to assist in process improvement
- Carry out other related duties as required by the Carbon Trust (e.g. provide cover for Accounts Receivable and Accounts Payable role)
Key Performance Indicators
- Maintain arrears levels below set thresholds
- Ensure Direct Debit collection failure rates below set thresholds
- Ensure the arrears process is followed for all accounts which fall into arrears
- Ensure all communication with customers is recorded in the Loan System
- Adhere to relevant regulations
Key skills
- Excellent communication skills both written and oral
- Confident, assertive and persuasive communicator
- Attention to detail, focus on quality
- Strong numeracy skills
- Ability to work on own initiative
- Ability to work to KPIs
- IT literate
- Team oriented and flexible approach to role
Qualifications and experience (required/desired):
- Minimum 1 years' work experience as a collections advisor, ideally in a B2B environment
- Minimum qualification GCSE's level: English & Maths Grade C or above