Description
The Collections Consultant handles day-to-day inbound and outbound contact with customers in arrears. They are the voice of Fluro's collections function: speaking to customers across phone, email, SMS, and WhatsApp, understanding their circumstances, and agreeing sustainable repayment arrangements.
This is a role where empathy and accountability go together. The right person can have a difficult conversation with a customer who is struggling, stay calm and professional, and reach a resolution that is fair for the customer and right for the business.
The Collections Consultant handles day-to-day inbound and outbound contact with customers in arrears. They are the voice of Fluro's collections function: speaking to customers across phone, email, SMS, and WhatsApp, understanding their circumstances, and agreeing sustainable repayment arrangements.
This is a role where empathy and accountability go together. The right person can have a difficult conversation with a customer who is struggling, stay calm and professional, and reach a resolution that is fair for the customer and right for the business.
Requirements
- Handles inbound and outbound collections contact across phone, email, SMS, and WhatsApp within SLA
- Contacts customers in arrears to discuss their situation and agree sustainable repayment arrangements
- Sets up and maintains repayment plans, direct debits, and forbearance arrangements accurately
- Processes IVA and DMP notifications and takes the required account actions
- Identifies vulnerable customers and applies the appropriate vulnerability process consistently
- Recognises simple complaints within scope, resolves them correctly, and escalates complex cases to the Complaints Lead
- Completes all case records and call notes accurately after every interaction
- Meets daily and monthly contact and quality targets
- Acts on QA feedback and takes personal ownership of quality improvement
- Participates in team huddles and calibration sessions
