Job descriptionOverview: Debt Recovery Officer - Full time & Part time available- Hybrid Working: Salary from £22,500 to £24,000 per annum depending on experience Bonus scheme ranges from £1,687 - £1,800. * subject to company performance and completion of probation £250 towards Driving Lessons for you, your partner, and dependents Up to 28 days holiday plus bank holidays, buy/sell up to 5 days holiday As a Debt Recovery Officer, you will answer inbound calls and initiate outbound calls to discuss and take payment of balances owed. As well as negotiating resolutions to clear the debt. If you love talking to people as much as we do, we’d love to hear from you. TAKE THE NEXT STEP IN YOUR CAREER NOW. Responsibilities: Ensuring good customer service skills are demonstrated whilst remaining compliant in line with the company’s quality model, when initiating outbound calls and receiving inbound calls from customers and colleagues to discuss and take payment of balances owed. Responsible for negotiating payment arrangements, then managing all aspects of the arrangement until completion, in line with the company process. Negotiating resolutions to clear the debt, accurately inputting and documenting actions within the collection systems, while maintaining company performance and productivity standards. Serving as a subject matter expert and providing training to colleagues when required. Update daily, weekly and monthly accurate work flow and debt reports, circulating these to the wider group (Management team) within agreed timescales. Achieve departmental and individual objectives relating to productivity, collections performance, debt income and overall reduction of the debt book. Maintaining accurate information on each account, current commercial campaigns, FCA and DPA requirements, by following the company policies and procedures. Handling promptly administration tasks, calls and written correspondence with all related queries processed within agreed service level agreements. You operate within the rules and requirements of the FCA and any other legal, regulatory and risk management frameworks, ensuring all changes, new changes and procedures are implemented, understood and adhered to. Knowledge, Experience and Qualifications: Desirable - Experience in an inbound and outbound collections environment Essential - Experience of working in a telephony-based Customer Service role Proficient computer skills Experience in demonstrating excellent negotiation skills High level of both verbal and numerical reasoning The ability to communicate with ease and confidence at all levels. Awareness of others' reactions and understanding why they react as they do. Where appropriate leading to being able to recognise vulnerability and act appropriately. Able to assess situations within your role and make a decision with a positive outcome, whilst considering the relative costs and benefits of potential actions to choose the most appropriate one. Pro-actively manage your own time to ensure that all service level agreements are achieved. Work well Our Community: It is our community’s unwritten rule to be as flexible as we can be. We understand life happens and on occasion we all need a bit of give and take in our day; we don’t want you missing your child’s school play, the new fridge being delivered and we know the boiler engineer comes at some point between 8 and 6! We believe our colleagues should have choice, flexibility and balance in their home and work life. We care about our colleagues and their well-being and we have been nationally recognised for this. Apart from the competitive salary, we also have fantastic benefits. Focusing on colleague’s health, wealth and lifestyle. We like to think our benefits package is one of the best around! Healthcare cash plan offers money back on everyday health-related expenses Bonus scheme Employee Assistance programme Buy/Sell up to 5 days holiday Free driving lessons Flu Jab Voucher is offered during the flu season to protect against the unpredictable flu virus Virtual GP online service with appointments available 365 days of the year Pension Advisory Service non-advised surgeries to support in the planning of retirement Enhanced Family friendly policy Safe driving scheme offers access to online learning and driving lessons for colleagues and spouses and dependents Season ticket loan Cycle scheme - choose a bike, hire it for an agreed time then snap it up for a fraction of the cost Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics).
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