Unsecured Collections Officer

Paragon Group
£18,000 per annum
11 Aug 2017
31 Aug 2017
Contract Type
Full Time

Business Area: Consumer Loan Servicing

Location: Highlands Road, Shirley

Brief description

This is a challenging but highly rewarding role, in which you identify and help customers experiencing financial difficulty. You will need to show empathy whilst being able to ask appropriate questions to help understand their circumstances. Is this the role for you?

Purpose of the role

The purpose of the role is to efficiently and effectively recover any monies due on consumer accounts by establishing the best outcome for the customer and the company. This will involve both verbal and written communication with customers / authorised third parties on all aspects relating to collections and recoveries activities on their unsecured loans.

Duties and responsibilities

  • Deal empathetically with customers whilst questioning and probing to understand challenging circumstances

  • Examine accounts in arrears and determine the appropriate action. This may include identifying a potentially vulnerable / sensitive customer or a customer struggling with potential financial hardship

  • Communicate with customers in arrears by telephone in order to agree payment arrangements in line with their affordability and individual circumstances

  • Understand the reason and likely timeframe of financial hardship and make sustainable arrangements with customers

  • Interpret customer’s instructions and action in accordance with departmental processes and procedures. Provide accurate and timely information in response to customer enquiries

  • Adhere to all FCA rules, guidelines and principles to ensure suitable and fair outcomes for all customers

  • Manage, organise and update relevant information onto computer systems

  • Represent the organisation in a highly professional manner at all times


  • Excellent communication skills with the ability to adapt to suit the customer

  • Ability to work as part of a team and on own initiative

  • Be able to identify and probe effectively where vulnerability or other underlying reasons are suspected

  • Problem solving skills, and able to analyse with attention to detail and accuracy

  • IT literate and quick to learn new systems

  • Able to remain calm under pressure

Qualifications and experience

Grade C or above GCSE (or equivalent) in English and Mathematics.

Working hours

37.5 hours per week, Monday to Friday between 8.00am and 9.00pm (one hour for lunch).


Relevant training will be provided.