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For Companies At a Glance
- Tasks: Engage with customers to provide financial guidance and solutions.
- Company: Join a vibrant team at a leading financial services provider.
- Benefits: Enjoy a competitive salary, no evenings/weekends, and extensive perks.
- Why this job: Make a difference while developing your skills in a supportive environment.
- Qualifications: Experience in collections or call centres is essential; strong communication skills required.
- Other info: Fixed term contract with world-class training and career growth opportunities.
The predicted salary is between 24043 - 24043 £ per year.
Overview
We’re looking for Collections Advisors to join our team on a Permanent role at Portway House, 1 The Pavilions, Preston, PR2 2YD. If this sounds like you, read on.
As a Collections Advisor, you will engage with our client’s customers who may be in financial difficulty and require information and guidance to meet their finance commitments. You will take ownership to understand the customer’s financial situation, providing options and solutions to ensure fair outcomes.
Responsibilities
- Provide a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported.
- Ensure regulatory compliance in collections activity, determine the reason for customer payment delinquency, and obtain payment commitments.
- Use online systems to accurately document customer account information, adhering to data privacy legislation.
- Understand the customer’s financial situation, provide options and solutions to ensure fair outcomes, including for vulnerable customers.
- Build rapport, empathise, and have meaningful conversations with customers to deliver excellent customer service.
- Handle customer telephone calls (inbound and outbound) and interactions in an efficient, effective, and professional manner.
- Respond to customer emails and provide accurate financial calculations.
- Engage in learning, coaching, and development to continuously improve skills and capability.
- Make a difference.
What We’re Looking For (Qualifications and Experience)
- Experience in collections and/or a call centre within a financial services environment is essential.
- Understanding of OFCOM & FCA regulatory requirements is essential.
- Excellent interpersonal and organisational skills.
- Analytical, investigatory, and problem-solving abilities.
- Highly effective verbal and written communication skills, with a high standard of vocabulary and grammar.
- Ability to demonstrate empathy and ownership of the customer and their financial position.
- Confident and comfortable speaking and asking questions on the telephone to gain a full understanding of customer circumstances.
- Ability to make decisions considering risk to the client and impact to the customer using guidance or advice where required.
- Show appropriate empathy and understanding with customers during difficult conversations.
- Navigating systems and ensuring all details entered are accurate.
- Good literacy and numeracy skills for email correspondence and calculating finances.
- Ensuring all regulatory requirements are adhered to through training and compliance.
- A positive attitude towards change and a desire to grow to be the best you can be.
What’s in it for you? (Benefits)
- Salary of £24,043.50
- Permanent role
- World-class training and opportunities, supported by market-leading brands
- Monday – Friday working between 8am – 6pm; no evenings or weekends
- 22 days annual leave
- A wide range of discounts on retail, health & wellbeing, travel and technology
- Access to Private Medical Insurance & Health Assessment plans
- Pension schemes, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks
What Will Happen Next
- Choose Apply Now to fill out our short application
- Your application will be reviewed by our global recruitment team; consider the minimum requirements to avoid disappointment
- If selected, you will be invited to attend a video interview with a member of the recruitment team
Equal opportunities
We’re an equal opportunity and Disability Confident employer. We recruit and develop people based on merit and passion and are committed to an inclusive, barrier-free recruitment process and working environment. If you need the job description or application form in an alternative format, or if you’d like to discuss other adjustments or support, please email reasonableadjustments@capita.com. Access to Work can assist candidates with health conditions or disabilities to get support in the hiring process. For more information, visit the Capita Careers website.
Location: Preston, United Kingdom
Time Type: Full time
Contract Type: Permanent
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Collections Agent - no evenings/weekends! employer: Capita
Contact Detail:
Capita Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Agent - no evenings/weekends!
✨Tip Number 1
Familiarise yourself with the financial services sector, especially collections. Understanding common challenges customers face will help you engage more effectively during interviews.
✨Tip Number 2
Practice your communication skills, particularly in handling difficult conversations. Role-playing scenarios can help you build confidence and demonstrate your empathy during the interview process.
✨Tip Number 3
Research StudySmarter and our values. Being able to articulate how your personal values align with ours can set you apart from other candidates.
✨Tip Number 4
Prepare questions to ask during your interview. This shows your interest in the role and helps you assess if the company culture is a good fit for you.
We think you need these skills to ace Collections Agent - no evenings/weekends!
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in collections or call centre roles within the financial services sector. Use specific examples that demonstrate your ability to handle difficult conversations and provide solutions.
Craft a Compelling Cover Letter: In your cover letter, express your understanding of the role and the importance of empathy in customer interactions. Mention your positive attitude towards change and your desire to grow within the company.
Showcase Your Skills: Emphasise your literacy and numeracy skills, as these are crucial for handling customer emails and financial calculations. Provide examples of how you've successfully navigated similar tasks in previous roles.
Prepare for the Interview: If selected for an interview, be ready to discuss how you would approach difficult conversations with customers. Think about scenarios where you've had to show empathy and make decisions under pressure.
How to prepare for a job interview at Capita
✨Show Empathy and Understanding
As a Collections Advisor, you'll be dealing with customers in financial difficulty. Make sure to demonstrate your ability to empathise and understand their situation during the interview. Share examples of how you've handled difficult conversations in the past.
✨Highlight Relevant Experience
Since experience in collections or a call centre within a financial services environment is essential, be prepared to discuss your previous roles. Focus on specific achievements and how they relate to the responsibilities of the Collections Agent position.
✨Demonstrate Strong Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently. You might be asked to role-play a customer interaction, so be ready to showcase your telephone skills and ability to ask the right questions.
✨Prepare for Regulatory Questions
Understanding regulatory requirements is crucial in this role. Brush up on relevant regulations and be prepared to discuss how you ensure compliance in your work. This will show that you take the responsibilities of the position seriously.
