Job Title: Customer Collections Executive / Financial Recoveries AgentLocation: GuildfordSalary: £22,000 – £24,000 per annum FTE depending on experience, plus performance incentivesJob Type: Full Time, Permanent, Office BasedThe Company:Guildways is a trading name of Lovetts Ltd and is looking for a focused individual with high attention to detail, to assist in recovering monies owed to its clients.The company offers regular social events, a benefits package (including discounts at hundreds of high street stores) and a quarterly bonus scheme.About the Role:The primary purpose of the Customer Collections Executive role within Guildways is to ensure the performance standards and the company's objectives are met to enhance revenues brought in by utilising their negotiation skills.Key Responsibilities:Increased revenue through target mechanisms Achieve Collection Targets Set.Manage and understand monthly collector targets in collaboration with Team leader.Assist in achieving a mandate strategy.Working as a team.
Improved productivity through streamlined efficiencies and effectiveness: Ensure monthly workload targets are met.
(Productivity)Consistently work on improving daily, reviews and to ensure meeting set objectivesMaintains acceptable work ethics within assigned mandate Delivered quality customer service: Provides feedback to clients as and when required.Investigates client/ debtor complaints in real time resolving these promptly and efficiently or referring to the department manager where appropriateEscalates complex queries / complaints to the Department Manager.
About you:Skills: Excellent Verbal Communication & Active Listening skills.Emotional Intelligence.Ability to Problem SolveAttention to DetailUnderstand technology.Computer Literacy (Microsoft Office – Excel, Word)Call handling skills.
Ability to solve queries.Team PlayerInterpersonal skillsSense of urgency in terms of working to improve on performanceStrong customer service skills.Ability to work well under pressure and manage stress effectively.A "can do" attitude with the ability to adapt in a fast paced and changing environment.The best collectors have a range of skills that make them successful – intelligence, intuition, the ability to be objective, quick thinking to adapt to new situations, good diction and communication skills, the ability to problem-solve, and most importantly some charisma.
Knowledge: Knowledge and understanding of financial recovery CRM systems preferred but not essential as training will be provided.Good Knowledge of collection processes.Debt Collection policies and proceduresExcellent People SkillsInnovated and motivatedA can do attitude and willingness to go an extra mile Experience: Call centre experience is an advantage, but on the job training is provided.
Qualifications: GCSE or Post GCSE Qualification highly desirable.
Benefits: Regular Staff EventsIncentive Scheme, including a quarterly bonusStaff Benefits Package, including access to hundreds of high street discountsOngoing staff trainingEnhanced Paternity/Maternity/Adoption leave