Collections Agent

Oodle Car Finance; Manchester; On-site; GBP 10,000 - 40,000; Full time

Job summary

A financial services provider in Manchester is seeking a Payment Support Agent to assist customers with outstanding payments. You will engage with customers facing financial difficulties, providing them with suitable payment solutions. The ideal candidate will possess excellent communication skills and demonstrate empathy. This role supports career progression in a dynamic environment with a focus on customer-centric values.

Benefits

25 days holiday plus bank holidays

Private Medical via Vitality

Health cash plan for dental and optical expenses

5% pension contribution

Free breakfast, drinks, and fruit in the office

Employee discounts at major shops

1 day volunteer day per year

6 free counselling sessions

Enhanced family leave

Paid sick leave

Qualifications

• Ability to effectively interact with our customers.
• Proactive management and prioritisation of work in line with KPIs.

Responsibilities

• Dealing with telephone queries from customers experiencing financial difficulties.
• Setting up payment plans and working with other teams to support customers.
• Recording conversations and actions within relevant systems.

Skills

Excellent communication and listening skills

Strong knowledge of customer support

Desire to improve customer financial health

Job description

⏰ Monday – Friday 9am – 6.00pm (1 hour lunch), one Saturday in every 3 from 9am – 1pm (37.5 hours per week)

• 🌏 25 days holiday (rising to 28 after 3 years’ service) plus bank holidays, to take time to recharge and do something you love.
• 🤒 Private Medical - via vitality, with reward schemes paid for you and your family.
• 🤒 Health cash plan - via Simply Health for employee's and children claiming money back for dental, optical, etc
• 👍 Pension – Oodle will contribute 5% of your salary into your pension pot to help you save for the future.
• 🥝 Free breakfast, drinks and fruit in the office – you can help yourself to cereals, toast, fizzy drinks and lots of fruit.
• 🤟 Employee discounts – discounts you can access anywhere, anytime for all major shops.
• 👌 1 day volunteer day per year – an opportunity to give back to the community each year.
• ⭐ Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme).
• 🤧 Paid sick leave – enhanced company sick pay.
• 👨 Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers.

About Oodle

Oodle – who are we

Our mission is to empower our customers by delivering simple experiences, straightforward lending products, and compassionate support, from application to final payment – and beyond.

Upgrading. Growing a family. Fresh starts. Big moves. Bumps in the road. –we finance cars, but more importantly, we finance people. Since 2016, we’ve supported tens of thousands of customers on their car buying journey.

As an employer, your career is important to us. We’re committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion, actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth, providing opportunities for learning, development, and career progression.

The Role

Payment Support Agent at Oodle Car Finance.

The Payment Support Team at Oodle Car Finance are on a mission to deliver a great customer experience. In this role you will support our customers who have outstanding payments to support them to take steps to manage any missed payments. You will have exceptional communication and empathy skills and be able to build relationships with our customers to support them with the right outcome.

If you are passionate, driven and committed to providing a first-class customer experience, we’d love to hear from you.

At Oodle, our customers and people are at the heart of what we do. This is a great opportunity to work for a company who will support your career and be part of a positive and dynamic team.

Responsibilities

• Dealing with telephone queries from customers who are experiencing financial difficulties (Inbound and Outbound)
• Having great conversations with customers to find suitable payment solutions for any missed payments
• Setting up payment plans and working with other specialist teams to support the customer
• Displaying compassion and understanding towards customers in vulnerable circumstances
• Recording conversations and administrative actions within the relevant systems
• Reviewing processes which could be automated or enhanced to improve the customer and business experience
• Identify and raise any risks with your line manager

Qualifications

• Excellent communication and listening skills, both verbal and written to effectively interact with our customers
• Strong knowledge of understanding ways to support our customers
• A desire to support our customers to improve their financial health
• Ability to proactively manage and prioritise work in line with KPIs

Our values

• Embrace being human – empathy and diversity make us stronger
• Strive for awesome – it’s awesome when we do better every day
• Everyone’s a builder – we’re in this together and we win as a team
• Bravely honest – we’re honest with ourselves and everyone else
• Think customer – they’re at the heart of everything we do

Equal Opportunity

Oodle is proud to be an inclusive workplace and we recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our ‘Oodlers’ who strive to make positive impacts to our cultures.

Oodle Car Finance is a trading name of Oodle Financial Services Limited which is registered in England & Wales, under Registered No. 07277272. Our Registered Office is 2 New Bailey, 6 Stanley Street, Salford, Greater Manchester, M3 5GS.

Oodle Financial Services Limited is authorised and regulated by the Financial Conduct Authority (Reference Number 702459). Oodle Financial Services is a member of the Finance & Leasing Association and complies with its Lending Code, a copy of which we will provide on request.