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- Employment
- Full-time
About the role
Key Responsibilities
- To action new instructions received from clients, including appropriate and timely recording of case contact details on Visual Files
- To take agreed actions to attempt to recover the debt, including issuing of standard written correspondence through Visual Files and undertaking telephone calls through an automated dialler and manually
- To work complex disputes whilst adhering to industry regulation and guidelines
- To highlight and deal with vulnerable customers effectively
- To manage all transactions in line with the relevant client service level agreements and update Visual Files accurately
- To build and maintain effective professional relationships with client customers
- To communicate effectively with all parties e.g. debtors, clients, solicitors, debt management companies, Citizens Advice Bureau, on the telephone
- To deal swiftly with customer complaints in line with the departmental standards and the firm’s complaints procedure
- To monitor and review payments from debtors
- To adhere to company standards, policies and procedures at all times
- To contribute positively to departmental and firm-wide activities
- To undertake relevant training as required
Skills, Knowledge and Expertise
- Educated to GCSE standard grade A-C in Mathematics and English (or equivalent)
- Previous experience of using case management systems
- Previous experience of working within a telephone environment
Benefits
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