Collections Agent

About this role

Responsibilities

• We are seeking an experienced Collections Specialist who will be required to work within a fast-paced, customer focused environment, providing great customer service while maintaining the team’s excellent track record.
• Case handling a high volume portfolio of customer accounts in arrears through to completion with varying and unique circumstances
• Handling inbound and initiating outbound telephone calls, letters and emails with the greatest level of care, accuracy and customer service skills
• Building relationships with customers through regular contact to validate, understand and resolve breaches of agreements with customers
• Negotiate, implement and monitor feasible repayment solutions that take into account the customer's circumstances while balancing the best interests of the business
• Work with a wide range of teams within the company to understand, strategise and implement the most appropriate course of action for each account
• Working closely with Collections Management and the Head of Collections to review and develop recovery strategies
• Instructing, liaising and monitoring third parties such as debt collection agencies and Paralegals to ensure the best outcome is achieved
• Ensuring compliance with all appropriate legislation regulatory body guidelines
• Adhering to our company policies and procedures
• Upholding iwoca’s company reputation at all times
• Updating databases and systems in order to keep an accurate record of activities, observations and outcomes within the recovery process
• The requirements

Requirements

• Demonstrates curiosity to use and learn more about AI tools. You’ll already be comfortable using AI tools in practical ways to help solve problems, increase productivity and improve quality of work, showing good judgement about when to use them and the ability to explain the reasoning behind that use.
• A level of