Are you experienced in collections or contact centre roles and confident in handling challenging conversations about overdue debt?
This role sits within late-stage collections, managing customer accounts that are significantly overdue. You will take ownership of accounts, engage customers to understand their circumstances, and work to recover outstanding balances through payment negotiation, structured repayment plans, or appropriate next steps in line with policy and regulation.
This is a results-driven collections role, requiring resilience, professionalism, and the ability to balance firm debt recovery with fair customer treatment.
Benefits of Collection Agent:
25 days holiday plus bank holidays
Private medical insurance, life assurance, pension up to 7.5%
Staff discounts and development opportunities
Responsibilities of a Collection Agent:
Manage and contact customers with overdue accounts in late-stage arrears
Conduct in-depth financial conversations to assess affordability and risk
Negotiate full payments, settlements, or structured repayment arrangements
Handle objections, non-engagement, and difficult conversations confidently
Work towards individual and team recovery targets
Identify vulnerability and apply appropriate support or escalation routes
Maintain accurate, compliant, and detailed account records
Requirements of Collection Agent:
Previous experience in late-stage collections, recoveries, or arrears management
Strong negotiation and influencing skills
Resilient, confident, and comfortable working with challenging customers
Target-driven with a strong understanding of fair treatment principles
Highly organised with strong attention to compliance and detail