Skills

CRM Training

Job Specifications

Collections Handler

At Deloitte, we’re looking for Collections Handlers operating within a high-volume inbound call centre environment.

Full Remote, after 1 week training period

Traditional Day Rate Equivalent: £190 Per Day (Inside IR35)

Shift Patterns: Monday-Friday 9AM-5PM

We're looking for exceptional people to join our growing Collections team at a fast paced and rapidly growing company, working in a high-volume inbound call centre. You must have previous Collections experience, speaking with customers who are facing financial difficulty, completing income and expenditure forms and creating appropriate arrears solutions. There is a key focus on vulnerable customers, using the TEXAS framework or equivalent.

Key Responsibilities

Act as first point of contact for customers in arrears, delivering empathetic, solutions-driven support in line with FCA and Consumer Duty regulations.
Identifying and supporting vulnerable customers by applying appropriate forbearance strategies and escalation where required.
Offering specialised support for vulnerable customers and signposting.
Completing income and expenditure forms.
Negotiating sustainable repayment plans tailored to individual customer needs, balancing business objectives with fair outcomes.
Handling agreements with tailored plans like forbearance measures, breathing spaces, voluntary terminations/surrender and offset and payment plans.
Maintaining accurate records on CRM systems, ensuring compliance with regulatory and internal policy standards.
Collaborating across departments to ensure seamless case handovers and excellent customer experience.
Proactively escalating complex cases with clear recommendations to senior managers.
Previous collections experience
Knowledge of the TEXAS or other vulnerability models is desired.
Experience of speaking with vulnerable customers and signposting.
Experience offering specialised support for vulnerable customers
Experience completing income and expenditure forms.

Skills

Empathy: Understanding and empathizing financial difficulties of customers.

Trustworthiness: Ability to build relationships with customers and demonstrating confidentiality.

Solutions Driven: Ability to identify and source solutions that are best for both the organisation and the customer.

Computer literate.

About the Company

Deloitte drives progress. Our firms around the world help clients become leaders wherever they choose to compete. Deloitte invests in outstanding people of diverse talents and backgrounds and empowers them to achieve more than they could elsewhere. Our work combines advice with action and integrity. We believe that when our clients and society are stronger, so are we. Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of member firms, and their related entities. DTTL (also refer... Know more