Call Centre Collections Agent

Verisure
GB - benton
January 22, 2025

Call Centre Collections Agent
Quorum Business Park, Newcastle, NE12 8BU Full-time
Salary:
Starting at £22,500 increasing to £24,500 with role progression + up to £12,600 performance bonus
Working Hours:
37.5 hours per week
Shift Pattern:
Monday
Friday 08:30-17:00 or 09:30-18:00
Holidays:
21 days plus bank holidays increases to 23 days plus bank holidays after 1 years service
Job Role
A Collections Advisor is responsible for managing unpaid consumer debt within a call centre environment. The successful candidate will be a tenacious, resilient, and confident problem solver. The role involves contacting customers to discuss unresolved issues on their accounts, confirming payment arrangements, and effectively managing the customer outcome. Additionally, the advisor documents all relevant aspects of the discussion and carries out all follow up actions within the collections system.
Job Duties and Responsibilities
Account Management:
Initiate contact with customers via the dialling platform to discuss overdue payments and unresolved issues.
Review accounts to identify overdue amounts and appropriate collection actions.
Use approved techniques to negotiate payments and/or payment plans and manage these plans accordingly.
Update customer account information within the database accurately and promptly.
Provide customers with information on payment methods and options.
Investigate and resolve discrepancies or disputes related to accounts or payments.
Performance Metrics:
Meet or exceed monthly collection targets whilst providing an excellent customer experience.
Achieve all departmental KPIs surrounding call handling and call quality expectations.
Go the extra mile to support the wider team in ensuring that performance standards and business objectives are met.
Skills and Requirements:
A natural flair for conversation and negotiation.
Customer oriented, genuinely passionate about providing an amazing experience through every interaction.
A persistent work ethic and target-driven mindset.
Confidence and energy in handling tasks.
Strong problem-solving skills and the ability to stay calm under pressure.
Strong IT and MS Office skills.
Benefits Package:
At Verisure, we value our team members and offer a comprehensive benefits package to enhance your experience:
Enjoy your birthday off as a special treat.
Embrace an early finish on Fridays.
Satisfy your cravings at our onsite coffee shop and our canteen.
Stay active with discounted gym and health club memberships.
Access private healthcare and MediCash cash plan.
Unlock a world of freebies and discounts with PerkBox.
Earn rewards through our employee referral program.
Enjoy discounts on our alarm systems.
Contribute to a greener lifestyle with the Cycle to Work Scheme
About Us
Verisure is Europe's fastest-growing monitored security company and continues to strengthen its presence internationally. More than 4 million families and businesses rely on our innovative technology to protect what matters most to them. We hold the number 1 position in all 10 of our top 10 markets, supported by 30,000+ passionate colleagues. We are people protecting people and we are building an engaged and high-performance Company to become #1. Our rapid expansion and ongoing success is expected to continue. As a result, Verisure is creating a new, exciting, rewarding, and impactful positions to support its ambitious growth plan.
Diversity & Inclusion
Verisure is an equal opportunities employer. We recognise the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow. Please reach out to us if you have any specific requirements throughout the recruitment process, we are happy to help. Ready to join our team and make your dream job a reality? Apply today and well get in touch!
Be you. Be more. Be Verisure.
All employees must complete a DBS check, provided by Verisure to all successful candidates.
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Read the full job description and apply online on the recuiter's web-site

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