Collections Executive

• Manage collections and recoveries activity, using appropriate customer contact strategies and effective account management.
• Provide first-class service to resolve cases involving merchants who have missed payments or are underpaying.
• Manage high-value accounts in arrears across a range of circumstances.
• Handle inbound and outbound telephone calls and prepare letters and emails with care and accuracy.
• Build positive relationships with merchants to understand their circumstances and achieve positive outcomes for both the merchant and YouLend.
• Negotiate and implement appropriate solutions that take merchants' circumstances into account whilst balancing the interests of the business.
• Maintain accurate records across multiple systems.
• Work collaboratively with colleagues across the Collections and Recoveries team.

Essential skills

• Strong written and verbal communication skills in English.
  
  
• Active listening and the ability to understand merchants' circumstances.
  
  
• Strong persuasion and negotiation skills.
  
  
• Technical and analytical skills.
  
  
• Accuracy and attention to detail when handling data.
  
  
• Conflict resolution skills.
  
  
• Financial literacy.
  
  
• The ability to work effectively as part of a team.
  
  

Desirable skills and experience

• Previous collections, account management or customer management experience.
  
  
• Experience within the finance industry.