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
Required Skills and Competencies:
- Excellent spoken and written English (UK tone preferred)
- Robust 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

📌 UK Collections Associate (Mumbai)
🏢 PEOPLEOCITY
📍 Mumbai