Collections Specialist

Portfolio are proud to represent our client in their search for a Resolutions Agent within the Collections team. Our Client is a market leading HR and Employment law consultancy, who represent business owners throughout HR Disputes Employment Tribunals. We are looking for a strong customer service specialist with collections experience to liaise with clients who have an outstanding balance, and come to an amicable agreement to bring the account back into terms. So if you have experience within Debt collection, and are looking for a new challenge, please apply today and we'll be in touch!

Job Overview

Job Overview

The position is suitable for an individual who is bright, confident, positive and an excellent communicator, who is able to work in a fast paced, dynamic environment.

You will be the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client focused resolutions that brings the account back within terms. You will rise to the challenge of hitting collection targets and meeting all individual KPIs and SLAs. The role requires a pragmatic and commercial approach to problem solving coupled with client issue identification and resolution.

Day-to-Day Responsibilities

· Contacting clients in relation to their overdue accounts.

· Handling payment and service queries principally via telephone.

· Take ownership as first point of contact for client service issues, identifying the root cause and offering a suitable resolution or directing to the relevant team.

· Understand all client databases and systems to adequately investigate and respond to the client.

· Provide 'Super Service' when handling all enquiries and making the necessary notes on our systems to keep accurate and timely records.

· Liaise with clients via written correspondence, telephone, and video calls as required.

· Processing debit/credit card payments.

· Liaising with the local team to ensure client accounts and internal processes operate as smoothly as possible.

· Complete requests for account adjustments where required.

· When the collection opportunities are exhausted, and our efforts of resolution have been unsuccessful, provide a full and complete case history per client for review of the next stages.

The above is not an exhaustive list and you could be expected to perform different tasks as necessitated by the changing demands of the business.

What you Bring to the Team

· Client service skills with a particular focus on rapport building and issue resolution.

· Excellent verbal and written communication skills, with the ability to explain processes in a clear, concise and professional manner.

· Strong administration skills with the ability to maintain high attention to detail and produce accurate written correspondence.

· Demonstrated ability to multi-task and work within tight and changeable timeframes while still maintaining excellent customer service

· To complete work-flow tasks relating to credit control in an accurate and timely fashion

Company Benefits

• 25 days' holiday, plus bank holidays.
• Day off on your birthday.
• Holidays increase after 2- and 5-years' service.
• Pension Plan and Life Insurance.
• Access to Employee Assistance Programme.
• Company incentives, access to discount schemes.
• Profit Share Scheme.
• Access to HSF Plan from Day 1
• Free Health care after 5 years

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