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Contact arrears customers over the telephone and negotiate on how best to bring their account up-to-date by agreeing a satisfactory and realistic repayment plan or applying other solutions. In so doing, maximise collections and minimise losses or risks to company while maintaining the highest level of customer service, ensuring that all arrangements are mutually beneficial.
ACCOUNTABILITIES
• To telephone customers who are in arrears. Where contact not made due to lack of, or inaccurate details conduct investigations & attempt to obtain correct details. When contact made explore the changes in customer circumstances leading to their difficulties in making payments.
• Where all existing means of contacting a customer have been exhausted, including referral to a CSR, make a decision on whether to send the case to a tracing agent whilst taking into account the costs involved.
• Gather information about the customer’s capacity and ability to make payments.
• Attempt to collect full arrears from the customer. Where this is not possible, on the basis of information gathered as above, offer a mutually acceptable payment solution to the customer. Where unsuccessful, make a decision or recommendation on the next course of action, including referral to a CSR where appropriate, all whilst taking into account cost implications.
• During the course of the discussion with the customer check personal, contact and work details against those held on our computer. Update as necessary along with full event details and take the next step (Choice) required.
• Liase with third party contacts such as solicitors, liquidators, receivers, debt advice companies, executors and insurance companies.
Ensure all activities comply with current internal policies (with reference to personal mandate) and external regulations including DPA, CCA, Money Laundering, Fraud Reporting and Computer Mis-use Act.
Good Career opportunity for correct calibre candidate
Please send CVs to adamcarroll@trytemps.co.uk
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Please email us straight away if you think you are suitable for this post...
