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Senior Collections Officer – Full Time / Permanent

Position Type: Permanent
Location: Bracknell, Berkshire
Salary: £21,000 - £24,000 per annum
Job Reference: J358


INTERNAL ROLE TITLE: Vulnerable and Financial Hardship Collections Officer

REPORTS TO: Head of Compliance



Role Purpose

  • Managing accounts where the customers are deemed to be Vulnerable, Sensitive and/or suffering Financial Hardship. Engaging with customers regarding collections, defaults, reviews and disputes, whilst ensuring compliance with regulatory, client and company requirements.
  • Distribution of team work and assistance with junior and part time team members.
  • Performing such other duties as required by management, from time to time.

Essence of Role – Key Accountabilities

  • Engage with customers who are deemed to be in Financial Hardship, via telephone and written communications.
  • Report to the Compliance Team Leader and provide assistance to management and the Financial Hardship and Debt Management Team.
  • Ensure that all customers are treated fairly and with empathy
  • Strive to attain targets consistently.
  • Sort and prioritise all incoming correspondence (mail/email/fax) and ensure the appropriate account action is taken within our agreed SLA.
  • Sort, prioritise and distribute the team’s work.
  • Monitor and manage accounts to ensure all documentation and evidence is kept up to date.
  • Monitor and manage accounts to ensure accounts are in the correct procedure and are regularly reviewed.
  • Monitor and manage accounts to ensure the default rate is kept to an acceptable level.
  • To keep up to date with and adhere to current and future regulations and Compliance guidelines and practices.
  • Any other duties as assigned by management.

Person Specification

  • Strong verbal and written communication and negotiation skills.
  • Able to show empathy to customers and put them at ease, without becoming patronising.
  • Positive attitude, flexible and prepared to suggest changes to improve procedures, to the benefit of customers, clients and company.
  • Proven administrative or customer service experience.
  • High attention to detail.
  • Ability to remain calm when under pressure or in difficult circumstances.
  • Understands the concept of TCF and achieving a fair outcome for customers.