splend - Collections Officer
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Requirements
• 1+ year proven experience in debt collection with a solid understanding of collections policy, procedures, and best practice. • Comfortable managing a high volume of accounts and calls, with strong organisational skills, attention to detail, and the ability to prioritise a demanding workload • Confident communicator with the interpersonal skills to deal effectively with a range of customers and stakeholders • Proficient in Microsoft Office (intermediate to advanced), with experience using accounting software such as Xero (desirable but not essential) • A proactive, collaborative team player who's equally comfortable working on their own initiative and contributing to shared workloads
Responsibilities
• Manage and chase overdue accounts across the full collections cycle. From initial contact through to payment arrangement, settlement negotiation, and potential escalation to recovery agents or bailiffs. • Monitor and reconcile debtor balances, maintaining accurate, up-to-date records with all correspondence and notes logged against the correct account • Negotiate payment plans and settlements in line with company policy, balancing commercial outcomes with a fair and empathetic approach to every customer interaction • Liaise with customers via phone and email, building and maintaining relationships that support timely payment while protecting customer retention • Work closely with internal teams and external collections partners to ensure processes are followed consistently and debtors are held accountable • Uphold credit control policies and Treating Customers Fairly (TCF) principles in every interaction, ensuring compliance is embedded in day-to-day practice • Report weekly on aged debt and account status, using data to identify trends, flag risks, and drive continuous improvement in collections processes
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