Collections Officer

Position Overview

The Collections Officer is responsible for proactively engaging with clients, both inbound and outbound to recover overdue payments and debts, improving company profitability. This involves providing a high level of compassionate customer service, problem solving and negotiation skills, as well as attention to detail in record keeping.

Roles & Duties

• Make outbound calls, send SMS, and emails to customers with overdue accounts in line with collections procedures
• Handle inbound payment inquiries, provide statements, update payment details, and respond to general account questions
• Adhere to collections processes specific to each stage of arrears.
• Accurately record all contact attempts and outcomes in the lending system.
• Monitor assigned accounts daily and ensure timely follow-up on recovery actions.
• Maintain excellent, service while negotiating fair and firm repayment arrangements.
• Identify hardship cases and escalate to senior staff as necessary.
• Action direct debit reversals and update customer contact and payment preferences.
• Support the Collections Team with administrative duties including account notes, documentation, and system updates
• Escalate system issues, customer complaints, or complex matters to the Senior Collections Officer or Team Leader
• Follow company policies and regulatory guidelines, including privacy, contact limits and responsible lending obligations

Key Performance Indicators (KPIs)

• Communication Quality: Deliver clear, professional communication to ensure customer satisfaction and clarity.
• Accuracy & Adherence: Maintain high accuracy in documenting interactions and following processes with minimal errors.
• Customer Empathy & Resolution: Address customer concerns with empathy and fairness, ensuring timely and effective issue resolution.
• Collections Metrics: Achieve or exceed recovery targets, including payment arrangements, collection rates, and overdue balance reduction.
• Compliance: Ensure full adherence to company policies and procedures.
• Team Contribution: Collaborate proactively to achieve team goals and contribute to overall success.

Behaviours

• Professionalism
• Reliability
• Effective communication
• Proactivity
• Accountability
• Respect
• Self-improvement

Software Packages

• Office 365
• 3CX Phone System
• Salesforce
• HubSpot