Job Description

A bit about the role...

The collections officer role is responsible for contacting customers in arrears or with missed/cancelled direct debits to understand the reasons, and to work with the customer to arrange payments and support rehabilitation. You will also need to work with customers who are calling in to make us aware of changes in financial circumstances and agree next steps. The role will also require working with 3rd parties such as debt management companies and solicitors.

A bit about you...

As an experienced collections officer, you'll understand how to demonstrate excellent communication and negotiation skills and you're able to work with others as part of a team in a collaborative, inclusive way. You will be familiar with regulatory requirements that cover the collection of late payments and be confident learning new systems alongside being able to use Microsoft Office packages including Outlook, Word and Excel.

Who are we?

Propensio Finance plays a central role in in the Consumer Finance Industry, as one of the top Home Improvement Lenders investing in Environmental, Social and Governance (ESG) in the UK. We have the appetite, influence, expertise and resource to drive positive market changes, and our mission is to ensure more people have availability to funds to improve lives through lending.

What we offer...

An annual salary of 25-29,000 (DOE) for 35-hour week (between the hours of 9-6 Mon-Fri - some weekends potentially required on a rota basis) 25-days annual leave entitlement, plus bank holidays Extra day holiday for each full year worked (up to 5 extra days) Free onsite parking An employee assistance programme, financial wellbeing support and access to many great discounts with leading high street names. Salary sacrifice scheme Professional memberships subscriptions where appropriate to the role and the business 4 x salary life assurance cover Scottish Widows workplace Pension contribution

Responsibilities

Reviewing customer arrears cases as defined by the company arrears strategy Inbound and outbound calls Contacting customers to secure payment of the arrears. Taking payments over the phone Advising customers of their payment options Negotiating suitable payment arrangements as appropriate Manage said payment arrangement by taking proactive action when they are broken. Recording each customer contact in full and accurately on the loan management system. Dealing with difficult situations in a professional manner Handling customer queries. Initiating Legal action when customers fail to pay their arrears. Liaising with outside agencies such as Debt Management Companies/Solicitors/County Courts. Other relevant duties as deemed appropriate by your line manager to support the wider business

Requirements & Skills

1+ years' experience as a Collections Officer or equivalent role Knowledge of the County Court Process (desired) Familiarity with consumer credit agreements and the Consumer Credit Act 1974 Strong communication skills both written and verbal Excellent active listening skills and the ability to deal with customers in an empathic nature The integrity to respect private and confidential information. Experience identifying and supporting customer vulnerabilities Strong Negotiation skills Educated to GCSE level (or equivalent) in both Maths and English. Patience & Resilience Good organisation skills with the ability to prioritise workloads Ability to work both as part of a team and independently if required
Job Types: Full-time, Permanent

Pay: 25,000.00-29,000.00 per year

Benefits:

Company events Company pension Free parking On-site parking Sick pay
Schedule:

8 hour shift Monday to Friday Weekend availability
Ability to commute/relocate:

Rotherham S63 7ER: reliably commute or plan to relocate before starting work (required)
Experience:

Collections: 1 year (required)
Work Location: In person

Reference ID: PFCO092023