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) • Strong 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