UK Collections Associate

Key Responsibilities:

• Make outbound calls and receive inbound calls to/from customers regarding outstanding/overdue accounts.
  


• Negotiate payment arrangements/Payment Plans, settlements in accordance with client policies and UK regulations.
  


• Handle customer objections professionally and provide suitable solutions or escalation where necessary.
  


• You need to discuss reasons for non-payment and initiate actions (internal or external) accordingly.
  


• You need to follow-up on the communication with the customer. Until the payment is made or a payment plan is established.
  


• Accurately record all customer interactions, payment commitments, and outcomes in the system.
  


• Follow up on broken promises-to-pay and missed arrangements in a timely manner.
  


• Work towards individual and team KPIs such as recovery rate, call quality, and compliance score.
  


• Perform account reviews to identify delinquency causes and offer tailored solutions.
  


• Escalate accounts for further action (e.g., legal proceedings, external collections) if required.
  


• Ensure strict adherence to UK data protection laws (GDPR), FCA guidelines (if in regulated collections), and client-specific compliance rules.
  


• Maintain a high level of customer service and professionalism even in challenging situations.
  


• Participate in training sessions and regular performance reviews.
  

Requirements

Required Skills and Competencies:

• Excellent spoken and written English (UK tone preferred)
  


• Strong negotiation and persuasion skills
  


• Ability to handle difficult or emotional conversations calmly and respectfully
  


• Goal-oriented with the ability to meet or exceed collection targets
  


• Familiarity with collections systems, dialers, and CRM tools (e.g., Tallyman, Experian, or similar)
  


• Understanding of UK credit and collections regulations (e.g., FCA, Consumer Credit Act)
  


• Strong attention to detail and record-keeping