Collections Officer
5 days ago
Position Overview
The Collections Officer is responsible for proactively engaging with clients, both inbound and outbound to recover overdue payments and debts, improving company profitability. This involves providing a high level of compassionate customer service, problem solving and negotiation skills, as well as attention to detail in record keeping.
Roles & Duties
- Make outbound calls, send SMS, and emails to customers with overdue accounts in line with collections procedures
- Handle inbound payment inquiries, provide statements, update payment details, and respond to general account questions
- Adhere to collections processes specific to each stage of arrears.
- Accurately record all contact attempts and outcomes in the lending system.
- Monitor assigned accounts daily and ensure timely follow-up on recovery actions.
- Maintain excellent, service while negotiating fair and firm repayment arrangements.
- Identify hardship cases and escalate to senior staff as necessary.
- Action direct debit reversals and update customer contact and payment preferences.
- Support the Collections Team with administrative duties including account notes, documentation, and system updates
- Escalate system issues, customer complaints, or complex matters to the Senior Collections Officer or Team Leader
- Follow company policies and regulatory guidelines, including privacy, contact limits and responsible lending obligations
Key Performance Indicators (KPIs)
- Communication Quality: Deliver clear, professional communication to ensure customer satisfaction and clarity.
- Accuracy & Adherence: Maintain high accuracy in documenting interactions and following processes with minimal errors.
- Customer Empathy & Resolution: Address customer concerns with empathy and fairness, ensuring timely and effective issue resolution.
- Collections Metrics: Achieve or exceed recovery targets, including payment arrangements, collection rates, and overdue balance reduction.
- Compliance: Ensure full adherence to company policies and procedures.
- Team Contribution: Collaborate proactively to achieve team goals and contribute to overall success.
Behaviours
- Professionalism
- Reliability
- Effective communication
- Proactivity
- Accountability
- Respect
- Self-improvement
Software Packages
- Office 365
- 3CX Phone System
- Salesforce
- HubSpot
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