Encore Capital Group

Real estate investment and value creation

Collections Agent

Retail & Commercial BankingConfirmed live in the last 24 hours

Full-timeMadrid, SpainNo salary listedIn-person

About the Job

Requirements

Basic knowledge of General Data Protection Regulation (RGPD).
Knowledge of banking.
Office software skills.
Telephone management skills.
Negotiation skills.
More than one year of experience in a similar position.
At least six months of experience in the sector.
Secondary Compulsory Education (Educación Secundaria Obligatoria).

Responsibilities

Make and manage telephone calls to customers to collect debts in a timely manner and meet assigned objectives.
Ensure high-quality debt-collection service by following established protocols and company standards.
Ensure compliance with the General Data Protection Regulation (RGPD).
Promote customer satisfaction with the service.
Implement improvements proposed by the Quality department.
Advise customers to identify financial solutions suited to their circumstances and ability to address debt in the short or long term.
Assess each customer's situation and adapt negotiation tactics to their profile.
Offer different resolution options and reach an outcome that benefits both parties.
Follow up on agreements and identify causes of deviations.
Report situations that may negatively affect customers.
Follow environmental good practices in the office.

Desired Qualifications

More than six months of experience.

Key Accountabilities & Responsibilities

Realizar y gestionar llamadas telefónicas a los clientes para la gestión del recobro de la deuda en tiempo y forma:
- Cumplir con los objetivos fijados.
- Garantizar la excelencia en la gestión, aplicando el protocolo establecido y siguiendo los máximos estándares de calidad de la Compañía.

Asegurar el cumplimiento de la RGPD.
Velar por la satisfacción del cliente con el servicio.
Implementar las mejoras propuestas por el departamento de Calidad.

Asesorar al cliente con el fin de encontrar la solución financiera que mejor se adecúe a sus circunstancias, y que le permita afrontar la deuda a corto/largo plazo.

Sondear la situación del cliente y adaptar las tácticas de negociación a su perfil.
Aportar diversas vías de solución, llegando a una resolución que beneficie a ambas partes.
Realizar el seguimiento de los acuerdos e identificar las causas de las desviaciones.
Informar de situaciones que pueden repercutir negativamente en el cliente.

Cumplimiento de buenas prácticas ambientales en la oficina.

Formal Education & Certification

Educación Secundaria Obligatoria.
Deseable experiencia de más de 6 meses.

Knowledge & Experience

Conocimiento básico de RGPD
Conocimientos Bancarios
Ofimática;
Gestión telefónica.
Negociación.

Competencies

Enfoque empresarial y Decisiones cualitativas.
Colaboración e influencia.
Consecución de resultados mediante personas.
Compromiso y responsabilidad.

Experiencie and adaptation

Experiencia previa en Puesto similar: Más de 1 año.
Experiencia previa en el Sector: Mínimos 6 meses.
Tiempo de Adaptación al puesto: 6 meses.

About the Company

Encore Capital Group

Real estate investment and value creation

Encore Capital Group focuses on real estate investment. It identifies undervalued properties and creates value by acquiring them, then developing and managing assets to improve returns. Its product is a portfolio of developed and well-managed properties across multiple markets, built through strategic acquisitions, renovations, and active asset management funded by investment rounds. Compared with competitors, the company differentiates itself by targeting undervalued opportunities, expanding into new markets with capital, and emphasizing sustainable development and ongoing management to boost long-term value. The company's goal is to transform the real estate investment landscape by pursuing strategic growth, market expansion, and sustainable asset enhancement for steady, long-term returns.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: San Diego, CA
Founded: 1953

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