Customer Service Representatives (Collections)

Overview

Collections Agent role managing customer accounts with outstanding balances, working with customers to resolve overdue or outstanding debts through negotiation, problem-solving and empathetic customer service.

What you'll do

• Make and receive inbound and outbound calls and communicate with customers through telephone, email, chat, SMS, and website channels regarding outstanding accounts.
• Contact customers regarding overdue balances, missed payments, and outstanding debts, while maintaining a professional and empathetic approach.
• Provide excellent customer service while working toward the resolution and collection of outstanding accounts.
• Understand the customer's circumstances and identify appropriate solutions to help resolve their account.
• Negotiate payment arrangements and repayment plans in line with applicable policies and procedures.
• Support vulnerable customers, recognizing their individual circumstances and tailoring the customer journey where appropriate.
• Review account information thoroughly and use available tools and resources to determine the most appropriate course of action.
• Respond to customer inquiries, concerns, and requests while balancing customer needs with the requirements of the collections process.
• Follow up on outstanding accounts and agreed payment arrangements to support timely resolution.
• Accurately document all customer interactions, account updates, commitments, and payment arrangements within the relevant systems.
• Maintain a high level of compliance, confidentiality, and attention to detail when handling customer and financial information.
• Understand our clients' products, services, and account processes to provide accurate information and appropriate solutions.
• Collaborate with colleagues and other teams to resolve customer queries and improve the overall collections and customer experience.
• Meet relevant quality, productivity, and collections performance expectations.
• Perform other duties as assigned.

What you'll need

• Previous collections, debt recovery, credit control, or customer service experience.
• Experience handling outstanding balances, arrears, payment issues, or payment arrangements.
• Previous experience in a finance, banking, credit, collections, or contact centre environment.
• Strong verbal and written communication skills, with the ability to communicate confidently and professionally with customers.
• Negotiation and influencing skills, with the ability to have sensitive conversations about outstanding payments.
• Empathetic and compassionate approach, particularly when supporting vulnerable customers or customers experiencing financial difficulties.
• Strong problem-solving and decision-making skills, with the ability to identify appropriate solutions for customers.
• Excellent attention to detail and organizational skills when reviewing account information and maintaining accurate records.
• Ability to remain professional and resilient when handling challenging or sensitive customer conversations.
• Ability to work independently, manage time effectively, and prioritize workload in a fast-paced environment.
• Computer literate and proficient in Microsoft Office/Google Suite, including Excel and Word.

Details

• Work model: Hybrid (combination of in-office and remote work).
• Hours: Monday to Friday, 8:30am to 5:30pm (37.5 hour and 40 hour contracts available).
• Pay rate: £12.75 per hour / £26,520 per annum, based on a 40-hour work week.
• Office location: 310 St Vincent Street, Dalmore House, Glasgow, G2 5RU.