Job Description

Scope of the Role

An opportunity to work within an industry leading insurance debt collection agency and be a part of a dynamic, growing business.

Purpose of the Role

To engage and communicate with customers on the telephone using negotiation skills to collect payment against outstanding debt balances; ensuring that customers are treated fairly at all times, adhering to the Financial Conduct Authority guidelines.

Key Responsibilities of the Role

Complete work campaigns as directed by your manager Make and receive telephone calls both manually and utilising automated dialler equipment Take card payments over the phone using ICB's secure payment line Discuss, negotiate and arrange future payments and payment arrangements Discuss and negotiate short settlement and discounted payments Recognise, consider and respond to customer disputes Where necessary, liaise with the relevant client using the general query process and respond to the customer once a reply is received Ensure customer call backs are made within the stipulated time frame Recognise signs of financial difficulty and potential vulnerability, and action appropriately Apply appropriate account notes to reflect your conversation Use the correct status codes to disposition each customer file correctly Assist with 'Live Chat' as and when needed Achieve individual financial targets Adhere to ICB's call quality guidance Adhere to all company policies Follow all company procedures Undertake training as and when required by the company Follow all Data Protection Requirements Follow all Information Security Requirements

Skills & Experience

Good work ethic Professional Positive Attitude Empathy Attention to detail Organised Proactive Good time management GCSE Grade Experience of the debt recovery industry is desirable, but not essential.

Shift Pattern:

Minimum 15 hours per week, maximum 25 hours per week

Between 08:00 to 14:00 Monday to Friday 5 days per week

One Saturday 09:00 to 12:00 per month

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Benefits:

On-site parking
Education:

GCSE or equivalent (preferred)
Experience:

Call Centre: 1 year (preferred)
Work Location: In person