Collections Advisor

Job Description

The Collections Advisor will report to the Collections Supervisor and play a key role in supporting our Telecoms collections team by managing customer accounts and facilitating the timely recovery of outstanding debts. This position requires a customer-focused professional with excellent communication skills, who can handle customer queries with empathy while working towards company objectives. The ideal candidate will have experience in collections or customer service, a strong problem-solving approach, and a passion for delivering high-quality service.

We would love to welcome you to our Crewe Eurocard office, working hours of Monday-Friday, 8:30 am – 5:00 pm.

Your responsibilities day to day will be:

• Manage a portfolio of customer accounts, making outbound calls and responding to inbound inquiries to collect on outstanding balances.
• Negotiate payment arrangements and schedules that balance customer needs with company objectives.
• Handle customer queries professionally, providing accurate information and guidance regarding account status and payment options.
• Maintain detailed records of all communications and actions taken on customer accounts.
• Escalate complex cases or at-risk accounts to the Collections Supervisor/Manager as needed.
• Ensure compliance with company policies and regulatory requirements during all collections activities.
• Identify opportunities to improve customer satisfaction while maximizing collections performance.
• Support the team by participating in training sessions and sharing best practices.
• Meet individual and team performance targets, contributing to the overall success of the collections team.

Qualifications

• Strong communication and interpersonal skills.
• Ability to handle challenging conversations tactfully and professionally.
• Good organizational and time management skills, with attention to detail.