Job Description

Debt Recovery Agent

The description below describes the nature of the role and is not limited to the tasks set out.  The individual may be required to provide additional support when requested.

• Job Title: Debt Recovery Agent
• Job Type: Permanent, Full time
• Location: Newport Office
• Salary: £20,000.00 to £24,000.00 + Commission (OTE 40K)
• Reports to: Operations Director

Job Purpose:

The role involves ensuring company debt risk is kept to a minimum by proactively calling customers to negotiate recovery of outstanding payments and driving overall debt reduction thus limiting financial loss to the business.

To succeed you’ll need excellent communication skills, a compassionate and mature approach, and be able to work well individually and as part of a team. You’ll take pride in what you do and really care about providing an exceptional customer experience. In return, we will provide a fantastic working environment, together with the training and development you need to develop, progress, and make the most of your skills.

Essential Skills:

We are seeking someone who has strong attention to detail, excellent communication skills, with the ability to use their own initiative and work within tight deadlines.

• 2 years + Debt recovery experience
• Experience with Money Claim Online and court proceedings through the small claims court.
• Experience with debt recovery.
• A compassionate and mature approach.
• Excellent communication – call centre/telephony experience preferred.
• Ability to make confident decisions.
• Ability to establish good working relationships.
• To work well under pressure and work with a wide variety of people.
• A consistent professional approach to all tasks.
• Strong computer skills and competent with the use of spreadsheets.

Your responsibilities will include:

To be responsible for a variety of tasks including but not limited to:

• Managing your own caseload of debt collection matters.
• Manage all debt recovery actions by contacting customers to demand payment on overdue debt and where necessary instigating legal proceedings and managing the process through to obtaining judgment and enforcement.
• Working as part of the wider team in order to meet and exceed targets.
• Manage escalated calls, taking full ownership of customer issues through to resolution.
• Maintenance of accurate account information.
• Achievement of internal call quality expectations.
• Achievement of clear KPI’s whilst maintaining a high quality of customer service.
• Issuing claims and statutory demands.
• Communicating with clients, officers, and third parties at all levels.

Personal Qualities

• Self-motivated and able to manage conflicting priorities and tasks with minimal supervision.
• Copes effectively in demanding circumstances.
• Demonstrates persistence and commitment to completing tasks and objectives.
• Pays attention to detail and quality of work.
• Confident in building and maintaining strong working relationships with staff of all levels of seniority.
• Demonstrate a ‘can-do’ attitude including a willingness to help others within the company.
• Able to communicate to colleagues and external stakeholders in writing in a clear, constructive, and professional way.
• Excellent customer communication skills including the ability to resolve complaints or escalations.
• Demonstrates sound judgment and good decision-making when dealing with problems.
• Able to identify a problem arising and can develop a solution and seek guidance or input before acting.
• Looks for new solutions to problems as well as tried and tested methods.
• Willing to ask questions, listen to others’ views and accept advice.

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