Advanced written and spoken English
Excellent administrative communication skills.
Attention to detail quality focused
Experience of working to targets.
Excellent keyboard skills
Numerate and literate
Ability to empathize and build rapport.
Confident, well presented and personable, self-starter.
Ability to work in a fast paced, challenging environment.
Previous debt collection experience.
Previous experience of working in a highly regulated environment
The Specialist Contact Administration Agent works for the UK market and will
Use the in house computer system to deal with customer and third party correspondence with a view to obtaining full payment, settlement of the account or negotiating sustainable and affordable arrangements whilst ensuring the customers circumstances are understood and taken into consideration.
Action standard third party correspondence, for example, written authority, requests for account information, offers of payment, payment queries, gone away and notifications no longer dealing.
Action spread sheets received by third parties. In cases of reduced or low offers request a financial statement to validate the offer of payment.
Action correspondence to support the collection of accounts using a legal outsourced arrangement
Summarise content of correspondence and resolution on the account narrative.
Capture relevant information on in house computer systems e.g. contact details and financial circumstances.
Deal with and, where possible, overcome customer objections to payment and resolve customer queries appropriately.Deal with all legal correspondence ensuring that all Solicitors letters are dealt with correctly, efficiently and in a timely fashion.
Supply all information requested.
Ensure all complaints, which include any form of dissatisfaction, are identified and appropriately updated on the in house computer system.
Where required escalate the complaint to a Manager.
Identify any disputed accounts and / or solicitors post and escalate to a Manager.
Complete work within the service level agreements.
Batch post and / or action daily attachment letters, when requested to do so.
Receive client query responses through client portals and issue appropriate response to customer in line with the Company’s policies and procedures.
Work as part of a flexible team performing other reasonable tasks, as requested by a manager.
Ensure work undertaken complies at all times with current regulation, client requirements, and at all times in accordance with the company Treating Customers Fairly policy.
Work in accordance with the Company Information Security procedures and the Company quality controlled practice and procedures.
Ensure that all customers are treated in line with TCF by actioning correspondence and complaints in accordance with company policy, making decisions regarding the customers’ ability to pay based on their circumstances via appropriate review of income and expenditure detail.
We offer :
Incentives based on default targets
Professional growth opportunities
Integrative health insurance
We also offer a free training course where the candidate will become familiar with the most frequently used banking terms, understand and interpret a contract, learn to read bank statements, negotiate with customers and much more, all in an environment young and dynamic.