At a Glance
- Tasks: Engage with customers to manage their accounts and provide tailored financial solutions.
- Company: Billing Finance, a family-run vehicle financing company focused on customer care.
- Benefits: Discretionary bonuses, hybrid working, private medical, and personal growth fund.
- Other info: Join a small team with big ambitions and excellent career growth opportunities.
- Why this job: Make a real difference in customers' lives while developing your communication skills.
- Qualifications: Experience in customer service, strong IT skills, and empathy.
The predicted salary is between 22000 - 36000 £ per year.
About You.
- Are you a curious person who is comfortable asking questions?
- Have you got experience of dealing with customers over the phone?
- Are you empathetic and well organised, with strong IT skills?
- Are you available immediately?
About the Role.
We are looking for someone who enjoys talking to customers and is inquisitive. You will have strong communication skills and along with the rest of our Collections team, you will focus on good customer outcomes. You will be supporting our customers on a day-to-day basis, answering any questions they may have as well as understanding why they have fallen into arrears; making sure that they are provided with appropriate solutions to help them manage their finance agreement with us. You have the ability to recognise that sometimes, delivering the right customer outcome involves making those more difficult decisions where it is evident that the agreement is no longer affordable for the customer.
Responsibilities:
- Manage a daily queue system of allocated accounts.
- Contact customers when they have arrears via telephone, email, text and letter to determine their situation, primarily focused on obtaining payments or agreeing a repayment plan (where appropriate) in keeping with company policies and customer affordability.
- Offer alternative forbearance options to customers where a repayment plan/payment is not the right option for the customer.
- Respond to customer letters, text and email queries.
- Liaise with debt management agencies where appropriate.
- Take manual payments over the telephone.
- Take inbound calls from customers regarding their agreement.
- Liaise with other departments where necessary in order to effectively manage situations.
- Review customer credit files information.
- Any other ad hoc duties.
About Billing Finance
Billing Finance is a privately owned, family run vehicle financing Company based on the outskirts of Northampton. We focus on customers with non-standard credit profiles that may not fit the automated underwriting processes of other lenders. Our mission is to help get all our people, including customers and staff "where they need to be" by "putting them at the heart of everything we do". We are entering an exciting phase of transformation and as a small company, this role will offer the successful candidate the opportunity to work across the whole customer journey cycle, and to directly see the impacts that they made.
Our values are:
- We are responsible – We are conscious of our impact on people and planet.
- We care about you – We are kind and compassionate with our customers and with each other.
- We work with you – We support financial wellbeing for our customers and the wider community.
The successful candidate will not only have a successful and fulfilling career with us but will also receive a fantastic range of benefits:
- Discretionary bonus scheme
- Electric Vehicle salary sacrifice scheme
- Pension salary sacrifice scheme
- Private Medical
- Income Protection
- Hybrid working
- Employee Assistance Programme
- Annual £200 personal growth fund
- Paid volunteering days
We currently have approximately 120 staff members, so if you want to join a Company that wants to make a difference then apply today.
The Recruitment Process and How We Will Use Your Data
The recruitment process will involve obtaining information and/or exchanging it with the following organisations to assist with our pre-employment checks prior to interview.
- Credit Reference Agencies – to complete a soft credit check to understand your financial history.
- CIFAS – to check both National and Internal databases for fraudulent activity. The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity.
To complete these checks, you will be asked to provide your address history for the past six years, along with your full name and date of birth. We may also ask for proof of your right to work status or evidence of any qualification or experience prior to being offered employment. Further information on how we collect and use your data during the recruitment process can be found in our Recruitment Privacy Policy.
Billing Finance is an equal opportunities employer, and we understand that for some candidates to perform their best they may need some reasonable adjustments. If we can make your application journey with us more suitable for you, please do let us know and we will endeavour to help.
Location: Northampton
Department: Operations
Salary: £26,000 - £30,000 per annum
City: Northampton
Collections Agent in Northampton employer: Billing Finance
Billing Finance is an exceptional employer that prioritises the well-being of its employees and customers alike. With a strong focus on personal growth, the company offers a range of benefits including a discretionary bonus scheme, private medical insurance, and a £200 annual personal growth fund, all within a supportive and compassionate work culture. Located in Northampton, this family-run business provides a unique opportunity to make a meaningful impact while working closely with a dedicated team in a transformative phase of the company.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Agent in Northampton
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Billing Finance. Understand their values and mission, so you can show how you align with them. This will help you stand out as someone who genuinely cares about the role.
✨Tip Number 2
Practice your phone skills! Since you'll be dealing with customers over the phone, it’s crucial to sound confident and empathetic. Try role-playing with a friend or family member to get comfortable with handling different customer scenarios.
✨Tip Number 3
Prepare for those tricky questions! Think about how you would handle difficult situations, like when a customer can't pay. Be ready to discuss your thought process and how you’d ensure a good outcome for both the customer and the company.
✨Tip Number 4
Apply through our website! We want to make sure your application gets the attention it deserves. Plus, it shows you're serious about joining our team. Don’t forget to follow up after applying; a little nudge can go a long way!
We think you need these skills to ace Collections Agent in Northampton
Some tips for your application 🫡
Show Your Curiosity:When writing your application, let your inquisitive nature shine through! Share examples of how you've asked questions or sought to understand customer needs in previous roles. This will show us that you're a great fit for our Collections team.
Highlight Your Communication Skills:Since you'll be dealing with customers over the phone, make sure to emphasise your strong communication skills in your application. Use clear and concise language, and maybe even include a brief story about a successful customer interaction you've had.
Demonstrate Empathy and Organisation:We value empathy and organisation, so don’t forget to mention how you handle sensitive situations with care. Talk about your ability to manage multiple tasks while keeping customer satisfaction at the forefront of your priorities.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll get to see all the details about the role and our company values right there!
How to prepare for a job interview at Billing Finance
✨Know Your Stuff
Before the interview, make sure you understand the role of a Collections Agent. Familiarise yourself with common customer scenarios and the types of questions they might ask. This will help you demonstrate your curiosity and problem-solving skills during the conversation.
✨Show Empathy
Since the role involves dealing with customers who may be in difficult financial situations, practice how to express empathy. Think of examples from your past experiences where you successfully helped someone in a tough spot. This will show that you care about customer outcomes, which is key for this position.
✨Brush Up on Communication Skills
Strong communication is crucial for a Collections Agent. Practice speaking clearly and confidently over the phone. You could even do mock calls with a friend to get comfortable with handling different customer responses and queries.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful ones that show your interest in the company and its values. For example, you could ask about how they support their staff in achieving good customer outcomes or what the team culture is like.
