Collections

Education/Qualification

• 2008 A Levels in Law and Business Studies / AS Level Psychology – The Brooksbank School
• 2006 7 GCSEs achieved at grade B – C including Maths and English – The Halifax High School

Systems used

• Microsoft Word and Excel – Intermediate

• Various Inhouse systems

Career Summary

Most Recent Employer – Brokers / Finance / Underwriters

Position – Senior Collections Agent

Dates – May 2023 – February 2025

Main purpose was to identify outstanding debts and seek overdue payments from customers via phone calls, letters and emails

• Reported to a Collections Team Leader – worked as part of a team in a fast paced and target driven role
• Creating and implementing debt collection courses of action
• Negotiating specific payment plan arrangements with customers
• Identifying vulnerable customers and providing further support such as signposting to external charities and organisations
• Training up new staff members
• Assisting with creating training materials for new staff members

Previous Employer – Organisation

Position – Debt Advisor 

Dates – March 2019 – April 2023

For 4 years I worked as a Debt Advisor providing support, advice, and budgeting/money management assistance to clients who contacted the charity

• Worked as a Debt Advisor within a team of 10 reporting to a team leader
• Responsible for providing support, advice, and budgeting/money management assistance to clients who have contacted the charity
• Gathered and analysed information provided by clients to help them deal with their priorities and provide them with a solution
• Used effective listening and negotiation skills to develop and agree realistic budgets that fully reflect a client’s situation
• Conducted annual reviews
• Arranged payment plans suitable for each case and best for the business
• Built relationships with 3^rd party contacts – enforcement agents when needed
• Identified vulnerable client’s and providing further support such as signposting to external charities and organisations

Previous Employer – Laboratory Testing

Position – Microbiological Analyst   

Dates – June 2014 – September 2015 / August 2017 – February 2019

Previous Employer – Organisation

Position – Complaints Manager

Dates – September 2015 – July 2017 

• Worked as a Complaints Manager in a customer service-related role
• Main role was to resolve individual complaints after carrying out a thorough investigation to establish if the complaints were valid
• Answered inbound calls
• Made payments to customers
• Issued letters and emails to customers and third parties

Previous Employer – Bank

Position – Insurance Claims Assessor 

Dates – January 2011 – June 2014

• Employed as a claim’s advisor for Halifax home insurance
• Registered claims with policy holders over the phone
• Managed the claims, registered, and ensuring they run smoothly from start to end
• Liaised with suppliers to ensure claims were dealt with efficiently
• Used several systems on the computer to keep all customer information updated
• Pay out claims to customers and paying supplier invoices

Previous Employer – Government Services 

Position – Benefit Delivery Officer

Dates – July 2009 – October 2010

• Processed claims for Jobseekers Allowance
• Raised payments for customers benefits when necessary
• Issued forms/letters to employers and customers
• General Admin duties e.g., filing, inputting data on a system, photocopying/printing