Collections Advisor (Hybrid)

Yopas purpose is to become the Estate Agent of choice by proudly and sustainably delivering for our customers our local communities and each other.

We pride ourselves on offering a bespoke high-end experience enhanced by our innovative market-leading technology that empowers customers to track every step of their property journey in real time. Our service is further enriched by the expertise of our professional dedicated local estate agents.

At Yopa we believe that our success is built on the foundation of our culture and underpinned by our shared company values: Care deeply do the right thing execute with excellence and be frank and fearless.

About the Role

As a Collections Advisor you will play a crucial role in ensuring timely collections of due payments from our valued customers. Your responsibilities will involve investigating the sources of payments meeting collection targets and adhering to Service Level Agreements (SLAs) for contact attempts and timeframes. Additionally you will maintain effective communication with stakeholders providing insightful updates and handling objections professionally. This is a hybrid role with the expectation of spending 2-3 days per week at our Hinckley office.

Key Responsibilities:

• Proactively collect due payments from customers through various communication channels.
• Investigate and verify the sources of payments to ensure accurate and timely processing.
• Meet collection targets and KPIs set by the company to contribute to overall business success.
• Comply with SLAs for contact attempts and timeframes ensuring prompt follow-ups with customers.
• Keep stakeholders informed about the progress of collections efforts and provide insightful reports.
• Demonstrate expertise in handling objections finding solutions and maintaining a positive customer experience throughout the collections process.
• Utilise strong verbal communication skills to engage effectively with customers and negotiate payment arrangements.
• Demonstrate excellent written communication skills in documenting interactions agreements and case details accurately.
• Collaborate with internal teams such as finance and customer service to address customer inquiries and resolve issues promptly.
• Use analytical and numerical skills to analyse customer accounts payment histories and outstanding balances.
• Leverage understanding of the property industry to tailor collections strategies for customers in this sector.
• Maintain accurate and up-to-date records of collection efforts and customer interactions.

In addition to the above the Collections team also supports the business with our customer resolutions function including:

• Processing refunds in accordance with company policies.
• Facilitating package changes as requested by customers.
• Addressing payment queries and providing timely and accurate information to customers.
• Generating contracts as part of the overall customer resolution process.

About You

• Previous experience as a collections agent is desired.
• Knowledge of the property industry is useful in understanding customer needs and tailoring collections approaches.
• Strong numerical skills to analyse and interpret financial data related to customer accounts.
• Excellent verbal communication skills to engage with customers professionally and handle objections effectively.
• Outstanding written communication skills for documenting interactions and maintaining clear case records.
• Ability to meet collection targets and work within specified SLAs.
• Highly organised self-motivated and able to work independently in a hybrid work environment.
• Proficiency in using collections software and CRM tools.
• Understanding of relevant regulations and compliance requirements related to collections.

Life at Yopa

• Basic annual salary circa 26.5k
• Dedicated training and development
• Service discounts - for you your family and friends!
• Sickness & mental health support - to provide you with peace of mind
• Refer-a-friend bonus scheme - if you recommend us as a place to work
• Hybrid working - to support flexibility
• Wellbeing discounts - across food retail and travel
• Generous holiday allowance - to switch off and relax
• Performance bonus - to increase earning potential
• Company socials - to get away from the everyday and celebrate our successes

If you possess the necessary skills and experience for this role and are excited to join a dynamic and customer-focused team we would love to hear from you. Please submit your resume and a cover letter outlining your relevant experience and why you believe you are a strong fit for this position.