At a Glance
- Tasks: Engage with customers via phone, email, and WhatsApp to manage collections and set up repayment plans.
- Company: Fluro, a supportive company focused on empathy and accountability.
- Benefits: Flexible working hours, competitive pay, and opportunities for personal growth.
- Other info: Join a dynamic team with a focus on quality improvement and career development.
- Why this job: Make a real difference by helping customers navigate their financial challenges.
- Qualifications: Strong communication skills and a compassionate approach to customer interactions.
The predicted salary is between 25000 - 35000 £ per year.
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.
Collections Consultant in Milton Keynes employer: Fluro
At Fluro, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work environment that champions innovation and collaboration. As a Credit Risk Analyst, you'll have the opportunity to contribute to meaningful projects that aim to transform the credit industry for the better, all while enjoying a culture that values your individuality and professional growth. With a commitment to equal opportunities and a focus on making finance fairer, Fluro is the perfect place for those looking to make a real impact in the fintech space.
