Collections Executive
YouLend is looking for a results-oriented Collections Executive to join our Collections and Recoveries team, supporting our UK portfolio. You will be a primary point of contact for merchants, ensuring timely payments whilst maintaining positive and professional relationships.
Key Responsibilities
- 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.
Skills, Knowledge & Expertise
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.
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