Collections Agent

This is a remote position.

Collection Agents

Start Date: 1st July 2024*

End Date: 31st January 2025

Day Rate: £150 (Umbrella Only)

Location: Remote

Working Hours: Full Time. Monday to Friday: between 8am to 8pm Saturday: 9am to 5pm
Typical shift pattern includes 1 Saturday in 3 and 2 late shifts per week.

Role Overview:

At Deloitte we re looking for Collections Agents to join a Financial Health and Support Team who work in partnership with a wellknown Retail Banking Client operating within a highvolume inbound call centre environment. The Collections Agents will handle a large number of calls speaking with customers who are facing financial difficulty completing income and expenditure forms and creating appropriate arrears solutions. There is a key focus on vulnerable customers using the TEXAS framework to effectively identify and support them with their financial health.

These roles would suit candidates with a customercentric mindset who can work to a high level of accuracy in a resultsorientated and qualitycontrolled environment. The ideal candidate will have prior financial health and collections experience gained in financial services or utilities. There are opportunities for progression and development with the ability to shape your career in a growing team.

Responsibilities:

• Handle a high volume of calls: speaking with customers to understand their circumstances go through income and expenditure forms and create appropriate arrears solutions.
  
• Work towards high productivity and quality standards set by the project.
  
• Offer specialised support for vulnerable customers.
  
• Escalate any issues to the Team Leader.
  

• Minimum of 3 months consecutive experience in collections working in Financial Services or 12 months consecutive experience in Utilities.
  
• High volume inbound call centre experience
  
• Evidence of working with vulnerable customers. Knowledge of the TEXAS or other vulnerability models is desired.
  

• Previous collections debt or arrears management experience.
  
• Experience of speaking with vulnerable customers and signposting.
  
• Excellent telephone manner and strong communication skills.
  
• Experience of following processes and working in a regulated environment.
  
• A genuine passion for great customer service and helping others.
  
• A strong work ethic and resilience with the ability to work well in a fastpaced environment.
  
• Good MS Office skills.
  

*There will be future intake dates if the 1st July doesn t work for you.