Collections Executive

Admiral Financial Services Ltd. (AFSL) is a growing lending business and is on track to become a strategic pillar within the Admiral Group.   We’ve a great opportunity for someone to join our Collections team, which will be ideal for someone with a desire to help customers and negotiate good commercial outcomes.  The role as Collections Agent will involve empathising with customers to understand their current situation, work through suitable payment options and find a solution to meet business and customer needs.

Overall Role as Collections Agent

• To work with customers and AFSL tools to find suitable outcomes
• Ability to build rapport and empathise with customer situations
• Be an expert in Collection tools & solutions
• A team player and willing to provide input to evolve Collection strategies

Key Duties and Responsibilities

• Discuss and explore customer circumstances and financial situation.
• Always deal with customers fairly and reasonably in all circumstances.
• Support the customer in choosing the right solution for them and enable them to clear outstanding accounts or release their liability.
• The ability to recognise complaints, aim to resolve them and escalate where needed.
• Referring cases on to Litigation or Asset Recovery specialists.
• Working with our external panel of outsourced companies including legal, collection agency, auction firms, vehicle recovery agents, expert specialists and field agents.  
• Help limit the exposure of liability through recovery and disposal of assets.
• Prepare cases for litigation and working with our solicitor partners.
• Play a part in developing our new in-house Loans and Car Finance systems/customer journeys as well as input into building bespoke Collections and Recoveries solutions. 
• This is not a full definition of the role but covers the main aspects and drivers for success.
• Experience and Qualifications Required – please state what experience / qualifications are required to apply
• Ideally a minimum 12 months collections or credit control experience within the consumer environment.
• Any Car Finance Collections and Recoveries experience that would be beneficial (including early arrears) foreclosure and disposal of asset.

Essential skills

• Ability to empathise with customers and their personal situation
• Time management and organisational skills - ability to prioritise tasks quickly and efficiently
• Excellent interpersonal and communication skills as you will have regular contact with customers and external partners.
• High personal and work standards - attention to detail and accuracy of records.
• Ideally have the ability and desire to help in the overall build and growth of the Collections and Recovery department.
• Some Collections or Credit control experience