Collections and Recoveries Advisor

Job Title: Collections and Recoveries Advisor
Contract Type: Permanent
Location: Leicester, Leicestershire, E. Midlands, England
Salary: £19000.00 - £19500.00 per annum
Start Date: ASAP
REF: J6846_1568370993
Contact Name: Nizaam Karatella
Contact Email:
Job Published: 10 days ago

Job Description

Collections and Recoveries Advisor

We are currently recruiting for experienced Customer Service Advisor for a client nearby Leicester City Centre; you will be responsible to collect outstanding payments on high value overdue Key Accounts, whilst providing excellent customer service to licensees and maintaining/improving debtor days for maximum cash flow

- between 8am - 6pm (37.5 hours per week)
- £19,000 - £19,500 per annum
- Monday - Friday

- Proactively contacting customers with outstanding invoices for licence fees
- Receiving customer calls for payment or disputes
- Processing card payments or setting up DD
- Objection handling to ensure customers understand the need and benefits of the music licence, ensuring licence fee payment
- Being aware of the impact of instalments and/or customer service quality on debtor days
- Liaising with third parties regarding customer queries
- Raising concerns with respect to doubtful / bad debt
- Liaise with Finance Department to ensure payments are correctly and promptly applied to customer accounts
- Monitor and analyse customer accounts for non-payments, delayed payments and other irregularities and provide insights to the Finance team
- Use objection handling techniques to proactively resolve any customer queries or objections. Effectively obtain evidence of music usage to support potential infringement cases
- Respond to customer queries regarding payment plan modifications and inform customers of status including rejections where necessary
- In conjunction with the Team Leader, to validate and evaluate customer debt through cost/ benefit analysis in order to decide the most appropriate strategy
- Write off bad debt within authorised threshold, ensuring it is the only option and relevant supporting documentation exists
- Prepare enforcement referrals for potential infringement investigations, assigning collection value to these where possible
- Refer customers to the Enforcement and Infringement teams through completion of the referral checklist
- Reduce the level of unresolved queries by liaising with Key Account Managers, National Account Managers and Third Party Licence Consultants
- Follow system and business processes for processing Administration or Insolvency cases
- Amendments to licence invoices and general updates to customer records
- Educate and advise customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions
- Deliver a positive customer experience and proactively contribute to the department's service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded
- Demonstrate a positive image of the company, through developing and maintaining effective professional relationships with customers
- Work co-operatively and supportively with other teams in order to ensure the customer experience is positive
- Respond to customer queries and ensure timely resolution of complaints, pausing / stalling the dunning cycle and escalating where necessary
- Develop and maintain knowledge of core licensing processes and procedures including tariffs and Copyright Law
- Maintain accurate notes in the system

Ideal Experience:
- Minimum of 1-2 years' experience within a phone-based customer contact team
- Competent numeracy skills
- Good verbal and written communications
- Clear and enthusiastic telephone manner
- Competent using Microsoft Office - Word, Excel, and Outlook

Desirable Experience
- Experience working within a target driven commercial team
- Experience of working in a Credit or Collections team

- Negotiation skills
- Organisational skills
- Communication skills
- Team work
- Self-motivated
- Proactive
- Customer Service
- Attention to detail
- Analytical skills
- Drive for results
- Embraces change
- Decision making and judgement

The first stage of the application process is to apply online. If you would like any more information about this vacancy before applying, please feel free to contact us on 0116 3667592 and ask for Nizaam.

If you have not been contacted regarding your application within 7 days please assume that you have not been successful. We will however retain your application for any future roles for which you may be suitable.

Regional Recruitment Services Ltd acts as a Recruitment Agency and Employment Business that specialise in Customer Services & Administration, Sales & Marketing, IT & Tech Support, Accountancy & Finance, Supply Chain & Logistics, Engineering & Manufacturing and Trades & Labour. You can view all of our live vacancies by visiting our website. Please be aware that if unsuccessful, we will retain your CV on file and will endeavour to find you a suitable position unless notified of otherwise.