Collections and Recovery Agent

The purpose of the Collections & Recovery Agent is to chase overdue debt, resolve any customer related invoice queries and agree any payment plans in line with authority matrix. The Collections & Recovery Agent will also handle any customer cases that require escalated actions such as vehicle repossession or preparation and hand over for external debt collection.

Main Responsibilities:

• Run Age Debt Report to ensure customer portfolio is being maintained and constantly worked on.
• Responsible for volume outbound and inbound calls.
• Monitor Collections inbox and work emails in a timely manner.
• Raising credits and making sure they are worked on continuously to avoid any backlogs.
• Dealing with customers queries promptly and collaborating with other internal departments to resolve queries raised by customers.
• Maintain accurate and up to date customer details records.
• Collecting payment by phone, email, and letters – keeping records of customer’s files.
• Logging on to bank daily and allocating payments on accounts to ensure the ledgers are accurate.
• Ensures Collections Team Leader & Head of Credit is aware of potential issues associated with any risky customers.
• Handle sensitive information in a confidential manner.
• Ensure a high level of customer service is provided to the customer, offering them all relevant information to allow them to understand any options available to them.
• Undertaking the prescribed business processes as required, by being responsible for acquiring regular updates from third parties, and updating the contract to reflect the correct position.
• Prepare appropriate documentation to instruct an external agent.
• Prepare bad debt write off file in line with approval matrix and action write offs in MILES system.
• Undertake all collections activities in accordance with the required regulations; Companies Policies and Guidelines laid down by Leasys.
• Establish and manage third party relationships with specialist agents, solicitors, and trace specialists if required.
• Adheres to formal Leasys regulatory processes, policies and procedures.
• Treats customers with respect adhering to the principles of Consumer Duty ensuring an optimal customer outcome is achieved in every instance.

The ideal candidate will have:

• Educated to A Level Standard or equivalent.
• At least 3 years’ experience as a credit controller.
• Experience in the automotive or consumer finance industry advantageous.
• Excellent communication (including written) and negotiation skills when dealing with Customers.
• Ability to listen to customers to obtain clues that lead to additional contact information.
• Excellent negotiation skills and excellent attention to detail and organisational skills.
• Confident in making decisions; takes ownership of individual arrears cases where required.
• Demonstrate prioritisation skills in terms of meeting productivity targets.
• Ability to operate, upon training, contract, collections and workflow management systems and associated office equipment.
• Good problem solving, communication, and organizational skills.
• Constantly look to improve current Collections processes and business practices.
• Balance empathy with assertiveness.
• Tenacious and ability to remain calm under pressure/during stressful conversations.
• Possess a positive attitude and enthusiasm.
• Maintain professionalism in all aspects of communication.
• Self-driven and motivated.
• Ability to interact within a team and thrive in a team environment.
• Independent and able to work with minimal daily supervision.
• Adaptive – ability to adjust to rapidly changing business environment.
• Proficient IT skills and competent user in Microsoft Office (Word, Excel).