Collections Consultant

Collections Consultant
Milton Keynes - Hybrid (3-4 days per week in the office)
Salary to £31K DOE + excellent benefits

We are delighted to offer an exciting opportunity to join a small team within a dynamic, innovative, and fast-growing established fintech lender. You will support customers in arrears by managing inbound and outbound contact across phone, email, SMS, and WhatsApp. The role focuses on understanding customer circumstances, agreeing sustainable repayment solutions, identifying vulnerable customers, resolving issues, and maintaining accurate records while meeting quality and performance targets

You will be required to be in the office in Milton Keynes up to 4 days each week. 

Duties of the Collections Consultant will include:

• Handling inbound and outbound calls across phone, email, SMS, and WhatsApp within SLA.
• Contacting customers in arrears to discuss their situation and agree sustainable repayment arrangements.
• Setting up and maintaining repayment plans, direct debits, and forbearance arrangements accurately.
• Processing IVA and DMP notifications.
• Identifying vulnerable customers and applying the appropriate vulnerability process.
• Completing all case records and call notes accurately after every interaction.
• Meeting daily and monthly contact and quality targets.

The successful candidate will possess:

• Experience in a consumer debt collections team.
• Familiarity with IVA and DMP processes and the account actions they require.
• Good negotiation/objection handling skills and an empathetic nature.
• Skills to work within a team and a strong, clear communication style.

In return, you will be working in a progressive and dynamic environment and rewarded with a fantastic benefits package including a matched contribution pension, medical cover and funds towards gym membership. If you have the relevant experience and this role appeals, please apply today and we will be in touch with you promptly.