Collections Support Agent

• Support customers across collections channels including chat, phone, email, and written communication
• Listen actively and assess customer situations to agree sustainable, affordable solutions
• Tailor support for vulnerable customers with sensitivity and care
• Share ideas to improve processes and adapt quickly to change
• Manage varied workloads and solve problems with confidence and creativity
• Keep accurate records in line with company and regulatory standards
• Share customer feedback to support continuous improvement
• Meet quality and compliance standards while delivering outstanding service
• Collaborate with the team to meet goals and support one another
• Stay informed about products, services, and operational updates
• Work towards individual and team KPIs and SLAs

Requirements

• Experience in collections or customer service, ideally within credit cards or lending
• Understanding of financial services regulations related to collections
• Strong verbal and written communication skills
• Confidence working in a fast-paced, evolving environment
• Familiarity with call centre technologies, including diallers and customer portals
• Proactive problem-solving mindset
• Ability to support customers experiencing arrears, overlimit, persistent debt, and vulnerability
• Ability to meet quality, compliance, KPI, and SLA standards

Core Competencies

Demonstrates expertise in customer support across various channels, with a strong focus on compliance and quality standards in the financial services sector. Capable of proactive problem-solving and adapting to fast-paced environments while maintaining sensitivity towards vulnerable customers.

Highest-signal resume keywords

• Customer Service Experience
• Financial Services Regulations
• Verbal And Written Communication Skills
• Call Centre Technologies Familiarity
• Proactive Problem-Solving Mindset

ATS Optimization Keywords

Hard Skills

• Collections Experience
• Understanding Of Financial Services Regulations
• Quality And Compliance Standards
• KPI And SLA Achievement
• Record Keeping

Soft Skills

• Active Listening
• Sensitivity And Care
• Confidence In Problem Solving
• Adaptability To Change
• Collaboration

Industry Keywords

• Collections Channels
• Customer Feedback
• Vulnerable Customers
• Arrears
• Persistent Debt

Tools & Technologies

• Diallers
• Customer Portals