Customer Service Agent - Collections

We are looking for a Customer Service Agent (known internally as a Collections Executive) in our Collections Team. The Collections & Recoveries team carry out all debt collection procedures with their own unique approach that is defining the collections culture in the peer-to-business market. Please note, the minimum expectation for office attendance is two to three days per week in our central London office.,

• Supporting SME business owners who are facing financial difficulties over the telephone and via written communication to effectively understand the cause, diagnosis and prognosis of their businesses' financial situation, negotiating an outcome which is appropriate for both the borrower and our Investors.
• Building rapport with our Borrowers to understand their needs and expectations, meeting these consistently through commitment to our quality framework delivering an outstanding service.
• In communication you will always provide support to our small business customers and protect our investor returns, managing accounts with a strong focus on cash collection and aged debt clearance, always trying to minimise loans defaulting.
• Recognise opportunities to further aid our borrowers, taking the initiative to identify and implement the best solutions.
• Handle Borrower dissatisfaction in an appropriate and professional manner and adhere to our complaints/escalation process.
• Comply with all appropriate regulatory and FCA guidelines which are pertinent to Borrowers, Colleagues and Investors.
• Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day
Want a behind the scenes look at the role of a Collections Executive?! Check out this 'day in the life' video for a sneak peek: https://www.youtube.com/watch?v=8pXZpfWqZRA