Collections & Recoveries Advisor

Can you imagine a world without music? Neither can we.

To collect outstanding payments on high value overdue key accounts whilst providing excellent customer service to licensees.

Liaise with Key Account Managers, National Account Managers and Third Party Licence Consultants in order to gain updates and resolve aged debt.

Prepare accounts for Enforcement/Infringement

What you will be doing

• Recovering debt: actively manage assigned overdue accounts, proactively contacting customers with outstanding invoices for licence fees, receiving customer calls for payment or disputes, processing card payments or setting up direct debits, handling objections to ensure customers understand the need and benefits of the music licence and that licence fee payments are made, being aware of the impact of instalments and/or customer service quality on debtor days, liaising with third parties regarding customer queries, raising concerns with respect to doubtful/bad debt, liaising with Finance to ensure payments are correctly and promptly applied to customer accounts, monitoring and analysing customer accounts for non-payments, delayed payments and other irregularities and providing insights to the Finance team, using objection handling techniques to proactively resolve customer queries or objections and obtaining evidence of music usage to support potential infringement cases, responding to customer queries regarding payment plan modifications and informing customers of status including rejections where necessary, in conjunction with the Team Leader validating and evaluating customer debt through cost/benefit analysis to decide the most appropriate strategy, writing off bad debt within authorised threshold with relevant documentation, preparing enforcement referrals for potential infringement investigations and assigning collection value where possible, referring customers to Enforcement and Infringement teams through a completion of the referral checklist, reducing the level of unresolved queries by liaising with Key Account Managers, National Account Managers and Third Party Licence Consultants, following system and business processes for processing Administration or Insolvency cases, and making amendments to licence invoices and general updates to customer records

Other

• Educate and advise customers, reinforcing the benefits of music to their business while ensuring they understand and adhere to the contractual licensing terms and conditions
• Deliver a positive customer experience and proactively contribute to the department’s service standards and customer satisfaction results, ensuring call quality targets are consistently achieved
• Demonstrate a positive image of the company by developing and maintaining professional relationships with customers
• Work cooperatively with other teams to ensure a positive customer experience
• Respond to customer queries and ensure timely resolution of complaints, pausing/stalling the dunning cycle and escalating where necessary
• Develop and maintain knowledge of core licensing processes and procedures including tariffs and copyright law
• Maintain accurate notes in the system
• Follow PPL PRS quality standards and guidelines

You will have

• Minimum of 1-2 years’ experience within a phone-based customer contact team or collections/debt recovery team
• Good verbal and written communications
• Clear and enthusiastic telephone manner
• Competent using Microsoft Office – Word, Excel, and Outlook
• Experience working within a target-driven commercial team
• Experience of working in a Credit or Collections team
• Intermediate Excel users

Leicester, UK