Collections Handler (Contract)
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Job Summary
This is a remote position.
Collections Handler
At Deloitte were looking for Collections Handlers operating within a high-volume inbound call centre environment.
Full Remote after 1 week training period
Traditional Day Rate Equivalent: 190 Per Day (Inside IR35)
Shift Patterns: Monday-Friday 9AM-5PM
Key Responsibilities
Act as first point of contact for customers in arrears delivering empathetic solutions-driven support in line with FCA and Consumer Duty regulations.
Identifying and supporting vulnerable customers by applying appropriate forbearance strategies and escalation where required.
Offering specialised support for vulnerable customers and signposting.
Completing income and expenditure forms.
Negotiating sustainable repayment plans tailored to individual customer needs balancing business objectives with fair outcomes.
Handling agreements with tailored plans like forbearance measures breathing spaces voluntary terminations/surrender and offset and payment plans.
Maintaining accurate records on CRM systems ensuring compliance with regulatory and internal policy standards.
Collaborating across departments to ensure seamless case handovers and excellent customer experience.
Proactively escalating complex cases with clear recommendations to senior managers.
Requirements
Previous collections experience
Knowledge of the TEXAS or other vulnerability models is desired.
Experience of speaking with vulnerable customers and signposting.
Experience offering specialised support for vulnerable customers
Experience completing income and expenditure forms.
Skills
Empathy: Understanding and empathizing financial difficulties of customers.
Trustworthiness: Ability to build relationships with customers and demonstrating confidentiality.
Solutions Driven: Ability to identify and source solutions that are best for both the organisation and the customer.
Computer literate.
Benefits
Required Skills:
Previous collections experience Knowledge of the TEXAS or other vulnerability models is desired. Experience of speaking with vulnerable customers and signposting. Experience offering specialised support for vulnerable customers Experience completing income and expenditure forms. Skills Empathy: Understanding and empathizing financial difficulties of customers. Trustworthiness: Ability to build relationships with customers and demonstrating confidentiality. Solutions Driven: Ability to identify and source solutions that are best for both the organisation and the customer. Computer literate.
Company Industry
Internet Service Providers / Retail Appliances / Electrical and Electronic Equipment
Key Skills
- Load & Unload
- Ruby
- Shipping & Receiving
- Forklift
- Lift Truck Experience
- Basic Math
- Packaging
- Warehouse Experience
- Delivery Driver Experience
- Heavy Lifting
- Human Resources
- RF Scanner
