Collections Support Agent in Manchester

About the role

As a Collections Support Agent at Jajafinance, you will play a crucial role in maintaining the financial health of our organization by assisting clients with their payment inquiries and collections processes. This position is designed for individuals who are detail-oriented and possess strong communication skills, as you will be the primary point of contact for customers regarding their accounts. Your efforts will directly contribute to enhancing customer satisfaction and ensuring timely collections, which are vital for our business operations.

Key facts

Location: Manchester, Greater Manchester

Engagement: Full-time

Salary: Competitive, commensurate with experience

Visa: Sponsorship available for eligible candidates

What you'll do

• Serve as the first line of support for customers, addressing inquiries related to outstanding payments and account status.
• Conduct thorough reviews of customer accounts to identify discrepancies and resolve issues efficiently.
• Collaborate with internal teams to ensure accurate and timely processing of payments and collections.
• Maintain detailed records of customer interactions and transactions in our database for future reference.
• Develop and implement effective communication strategies to encourage timely payments from customers.
• Assist in the preparation of reports related to collections performance and customer feedback.
• Provide training and support to new team members, sharing best practices in customer service and collections.
• Stay updated on industry trends and regulatory changes that may impact collections practices.
• Handle escalated customer concerns with professionalism and empathy, aiming for resolution and customer retention.
• Participate in team meetings to discuss challenges and share insights on improving the collections process.
• Utilize various software tools to track collections progress and manage customer accounts effectively.
• Foster positive relationships with customers to enhance their experience and encourage loyalty to Jajafinance.

Requirements

• A minimum of 2 years of experience in a customer service or collections role, preferably in the financial services sector.
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Proficiency in using customer relationship management (CRM) software and Microsoft Office Suite.
• Excellent problem-solving abilities, with a keen attention to detail and accuracy.
• Ability to work independently and as part of a team in a fast-paced environment.
• Familiarity with collections regulations and best practices is a plus.
• A proactive approach to identifying and addressing customer needs and concerns.
• Strong organizational skills, with the ability to manage multiple tasks simultaneously.
• A positive attitude and a commitment to delivering exceptional customer service.

Nice to have

• Experience in the fintech or banking industry, providing a deeper understanding of financial products and services.
• Knowledge of additional languages, which can enhance communication with a diverse customer base.
• Previous experience with data analysis tools to track performance metrics and identify trends.
• Certification in collections or credit management, showcasing your commitment to professional development.

Skills & tools

• Proficient in CRM software (e.g., Salesforce, Zendesk) for managing customer interactions and tracking collections.
• Familiarity with accounting software and financial reporting tools to assist with payment tracking.
• Strong analytical skills to interpret data and make informed decisions regarding collections strategies.
• Excellent time management skills to prioritize tasks effectively and meet deadlines.
• Ability to adapt to new technologies and processes as they evolve within the organization.

Practical notes

• The position is based in Manchester, Greater Manchester, where you will work in a collaborative office environment.
• This role may require occasional overtime during peak collection periods or special projects.
• Candidates must be eligible to work in the UK; visa sponsorship is available for qualified individuals.
• Jajafinance is committed to fostering a diverse and inclusive workplace, encouraging applications from all backgrounds.

Jajafinance is committed to fostering a diverse and inclusive workplace, encouraging applications from all backgrounds.

Join our team at Jajafinance and contribute to our mission of providing exceptional financial services while ensuring customer satisfaction through effective collections support.