UK Collections Associate

Key Responsibilities

Make outbound calls and receive inbound calls to/from customers regarding outstanding/overdue accounts. Negotiate payment arrangements/Payment Plans, settlements in accordance with client policies and UK regulations. Handle customer objections professionally and provide suitable solutions or escalation where necessary.

You need to discuss reasons for non-payment and initiate actions (internal or external) accordingly. You need to follow-up on the communication with the customer. Until the payment is made or a payment plan is established. Accurately record all customer interactions, payment commitments, and outcomes in the system. Follow up on broken promises-to-pay and missed arrangements in a timely manner.

Work towards individual and team KPIs such as recovery rate, call quality, and compliance score. Perform account reviews to identify delinquency causes and offer tailored solutions. Escalate accounts for further action (e.g., legal proceedings, external collections) if required. Ensure strict adherence to UK data protection laws (GDPR), FCA guidelines (if in regulated collections), and client-specific compliance rules.

Maintain a high level of customer service and professionalism even in challenging situations. Participate in training sessions and regular performance reviews.

Requirements

Excellent spoken and written English (UK tone preferred) Strong negotiation and persuasion skills Ability to handle difficult or emotional conversations calmly and respectfully Goal-oriented with the ability to meet or exceed collection targets Familiarity with collections systems, dialers, and CRM tools (e.g., Tallyman, Experian, or similar) Understanding of UK credit and collections regulations (e.

g., FCA, Consumer Credit Act) Strong attention to detail and record-keeping