Collections Advisor Job Description

Collections Advisor Job Description Template

Our company is looking for a Collections Advisor to join our team.

Day to day communication with internal teams;
Manage a caseload of debtors and work to maximise collections;
Making calls in a professional, courteous manner;
Encouraging a feedback culture, providing constructive feedback and receiving feedback well;
Taking responsibility for timely resolution of complaints that are raised to the collections team;
Updating customer records to ensure there is an accurate reflection of what has been discussed and all agreed actions have been taken;
Planning customer calls to ensure the call is effective, covers all associated debts/ enquiries and that a promise of full/ part payment is received;
Using judgement when assessing the right outcome for the customer, knowing when and how to step away from the process;
Ensuring customers are clear on any actions they need to take to support them maintaining their account going forward;
Developing knowledge of systems and delivering positive process change looking at ways to reduce aged debt;
Managing accurate records of conversations/ actions taken to ensure all reporting is completed within agreed timescales;
Utilising appropriate escalation channels when issues are identified;
Dealing with high volume calls to recover debt;
Negotiating payment plans;
Being able to clearly explain the impact that arrears/missed payments have on credit files and future lending decisions.

Demonstrated experience in Customer Service/ Experience within Credit Management;
Confident decision maker, able to display tact and diplomacy and defend decisions when required;
Experience in credit control/ cash collection techniques and processes;
Effective negotiation, influencing and problem solving skills and the ability to manage conflict well;
Strong communication, rapport building and written and verbal skills;
Experience working in roles with high quality call standards/ monitoring in place.