The role is 2 days working from home and 3 days in the office
In the role you will provide support to the Collections Lead take ownership of strategies which focuses on the recovery of debt from Uber drivers.
The collections team is split between managing live customers and customers who have finished their contracts.
You will monitor the end-to-end process of the collection of debts, from the initial termination to the court process.
Our client is a leading vehicle finance and rental company that offers flexible vehicle solutions to PCO (Private Hire) drivers with a focus on Electric Vehicles (EVs). Their mission is to switch ride-hailing to electric!
Key responsibilities and duties:
- Proactively identifies and addresses arrears, demonstrating a strong sense of ownership in promptly resolving customer queries through multiple communication channels, thereby elevating the overall customer service experience.
- Personalises interactions with customers, valuing each individual by actively listening and engaging in meaningful conversations to understand their specific situations.
- Collaborates with customers to develop workable and mutually beneficial solutions that cater to their needs while aligning with the company’s goals.
- Exhibits remarkable emotional intelligence, maintaining self-control and resilience even in challenging situations.
- Effectively handles difficult calls through adeptly using influence, assertive negotiation, and conflict resolution skills.
- Maintains thorough records of customer interactions, logging relevant details and consistently updating account information for smooth and efficient future reference.
- Keeps up to date with the company’s latest processes and policies, staying well-informed to provide accurate and reliable information to customers.
- Regularly provides valuable feedback aimed at enhancing service, reducing response times.
Customer contact – making outbound contact attempts via email, SMS, and Telephone, reaching out to customers who are experiencing financial difficulty - Identification of customer vulnerability, providing the appropriate support
- Completion of Income & Expenditure assessments and the agreement of suitable payment plans
Compliance with FCA, TCF, AML, GDPR & PCI guidelines - Liaise with departments including the Fleet/Support teams, Finance and Sales departments
Issuing default and termination notices on agreements when required in accordance with the required guidelines. - Overseeing the outsourcing of any legal cases to external solicitors to ensure the best possible outcome for the company.
Skills & Experience Required:
- Run a mixed case load of pre-action and insolvency-based recovery cases
- Instruct external solicitors to issue legal proceedings
- Plan course of action to recover outstanding payments
- Outstanding negotiation and influencing skills
- Open to adapting and improving processes and ways of working
- Negotiate payoff deadlines or payment plans
- Problem solving skills – the ability to work with customers to find mutually agreeable solutions
- Excellent organisation and communication skills, both oral and written
Desirable:
- Experience in FCA regulated debt collection processes