Collections Specialist

Do you have experience of recovering monies from debtors and a passion for delivering outstanding customer service? We are expanding our team again and would like you to join us! At Sopra Steria Financial Services you will play an important role in supporting customers who are having difficulties repaying their debt. This role requires a background in financial services and the ideal candidate will have experience in collections, along with a passion for providing great customer service.

We recognise that work-life balance isn’t a luxury - it’s a necessity. We give employees the flexibility to help them achieve a healthier work-life balance and perform at their best. You will spend 2 days in our Newcastle office and 3 days working from home (a little more in the office during training).

What you will be doing:

• Talk with customers who are having difficulties repaying their debt.
• Listen to them and understand their personal circumstances by completing income & expenditure assessments.
• Maintain a professional approach, while showing compassion and empathy for their situation.
• Negotiate and appropriately challenge customers, ensuring that the debt is paid over a reasonable timescale.
• Identify and work with vulnerable customers and customers with protected characteristics to achieve a positive outcome.
• Deliver appropriate solutions for customers based on their circumstances, such as payment plans.

What you will bring:

• Excellent communication and great listening skills with the ability to show empathy with customers.
• Experience of working in a contact, or call, centre environment, or have extensive experience in a customer facing role.
• Confidence in speaking to customers over the phone and dealing with challenging conversations.
• Excellent negotiation skills and the ability to challenge customers where appropriate.
• The ability to solve problems and come up with solutions for customers in difficult situations.
• Experience working in the financial services industry.

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do enquire, we’d love to hear from you!

Employment Type: Full-time, Permanent

Location: Newcastle (Hybrid)

Security Clearance Level: SC

Salary: Up to £32,000 (depending on experience)

Benefits: 25 days annual leave with the option to buy additional days, health cash plan, 4 x death in service life assurance, pension, 3 days paid volunteering, 5 days paid carers leave and generous flexible benefits fund which you can take in cash.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status.