Job Description

You will be able to provide customer service and support while monitoring our customer outstanding receivables ledgers using early collection methods.

• Responsible for managing a large portfolio of customer accounts through early collection support services including issuing copy invoices, dispatching direct debit mandates, and enriching the customer data.
• Responding effectively to inbound and outbound calls and correspondence received from B2B customers operating in the name of Intrum’s client(s) to enhance the collections process.
• Contacting customers via email and/or telephone in order to reach an understanding of the customers’ financial circumstances and where appropriate, setting an agreeable repayment arrangement.
• Listening to customers, demonstrating understanding and empathy towards their situation, responding and questioning to fully establish the customer’s circumstances.
• Regularly reporting on ageing and open items in AR balances, actions taken and next steps on an account by account basis (weekly/quarterly).
• Communicating with customers and clients in a clear and respectful manner whilst observing regulatory requirements and maintaining adherence to GDPR.
• Building rapport with customers’ Finance Departments and creating a positive experience to all by adhering to our culture of fair treatment and customer centricity.
• Being compliant at all times by ensuring that Intrum procedures are followed whilst maintaining adherence to Intrum’s governing bodies.
• Effective note taking – ensuring records of calls/ correspondence are complete, accurate, professional and a true reflection.
• Meeting and exceeding targets and SLA’s.
• Reporting of any suspicious activities to the Money Laundering Reporting Officer (MLRO) in line with Anti-Money laundering guidance.
• Attending meetings and training as required and demonstrating compliance competence via internal testing.
• Information Security responsibilities. Information must be actively managed in line with company policy to ensure that it is correctly located in the Company Drive and retained for the appropriate period in accordance with the retention schedule.
• Any other ad-hoc duties as required by Management.

Benefits:

• Annual Pay Review
• Life Assurance Plan
• Bonus Scheme
• Refer a Friend Scheme
• Pension Plan on completion of probation period
• Tax Saver Scheme for monthly bus/rail tickets
• Cycle to work scheme
• Staff social events & activities
• Company Sick pay
• Career Development

Required Knowledge, Skills, and Abilities

• Previous experience working in an customer care office environment.
• Previous experience in a credit control role.
• Good understanding of the laws and regulations relating to Debt Collection activities.
• Fluent in both written and spoken English and French
• Excellent written and verbal communication skills with a proven ability to liaise with all levels of personnel appropriately and professionally.
• Ability to pick up new procedures and systems quickly.
• Ability to multi-task and understand the importance of prioritisation.
• Possess a keen eye for detail and be able to spot and correct mistakes.
• Polite, efficient telephone manner.
• The ability to influence and co-operate with all levels in the company, showing a desire to deliver and work towards company initiatives.
• Strong Team Player and willing to collaborate with others.
• Ability to engage with internal and external stakeholders.
• Ability to build rapport and engage communication with any audience. Communicating logically and using language to fit the audience.
• Good working knowledge of Microsoft Office.