Call Centre Agent

Executive Mandate Specification

Job description

ACT Credit Management Ltd are based in Glasgow City Centre, and are recruiting 2 Customer Engagement Agents to join our growing team.

Basic wage £20,000 to start, with £200 per month bonus

37.5 hour per week - shifts are between the following hours:

· Monday to Friday : 8:00am – 8pm

· Saturday : 10:00am – 4pm

e.g. 8am - 4:30pm or 11:30am - 8pm

Scope of Role

Working within a busy fast paced environment, you will be responsible for handling inbound and outbound calls and dealing written communications, which must be approached in a polite and efficient way to achieve the best possible outcomes for all parties.

You are responsible for recovering and rehabilitating overdue debts which are owed to our clients, in a compliant and ethical manner.

Required Knowledge and Experience

Good level of general education to GCSE’s or GNVQ/NVQ qualification or equivalent.

Experience of working within a Collections or Credit Control role or call centre experience is desirable.

Knowledge of collections industry, including FCA, CSA, and TCF guidelines would be advantageous.

Core Competencies

· You must be IT literate with experience of using Word, Excel

· Highly developed communication skills and ability to deal with customers professionally, calmly, and tactfully

· To be able to recognise and deal with customers sensitive circumstances and ensure appropriate action is taken

· Ability to prioritise, be organised and efficient

· Flexible approach with the capability to adapt to change, new practices and cope under pressure

· Able to integrate within a team and able to work on your own initiative

Due to the nature of our business, we will require a clear criminal and financial background checks and provide and full and satisfactory references.

Benefits:

• Holidays increase with service
• Life assurance
• Employee Assistance Scheme
• Pension
• Discretionary bonuses

ACT promotes an inclusive and equal opportunity policy and is committed to treating all candidates fairly and aims to attract the best candidate for the job based on merit and suitability for the job.

Job Type: Permanent

Starting Salary: Up to £22,400.00 per year

Work remotely

• No

Job Types: Full-time, Permanent

Salary: Up to £22,400.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Sick pay
• Wellness programme

Supplemental pay types:

• Bonus scheme
• Performance bonus

Experience:

• dealing with volume telephone calls (80+ calls per day): 2 years (required)

Work Location: In person

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship