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Collections Advisor

Employer
The AA
Location
Cardiff (Caerdydd)
Salary
Competitive
Closing date
29 Oct 2021

Job Details

To minimise the bad debt impact to the business by utilising varying systems, techniques to pro-actively secure repayments of overdue balances.

To adhere to the Collections Procedures/Guidance that has been documented In line with FCA standards, GDPR and Business Risk appetite. 

Ability to identify and evaluate customers who are vulnerable due to a variety of reasons including Health to Financial Hardship.  Where appropriate be able to take an informed view of that persons well being and financial position to determine their affordability and make decision to write off debt or continue to pursue. 

To ensure the appropriate customer outcomes are embedded in the culture of the AA, and you work to the Insurance values of…

  • Ease of Doing Business
  • People 1st
  • Innovation
  • Collaboration

What will I be doing?

  • Manage outstanding debts on the Debt Collection System (Caseflow) ensuring all details are kept accurate/up-to-date, including “worklists”.
  • Validation of new debt received to ensure data is correct and also that the AA is sole responsible for that debt and no other agreements with business partners mitigates our ownership of the balance.
  • Cover Collections Inbound Telephone Lines to maintain business telephone standards and maximise recovery opportunities that the call presents.
  • Support organised Outbound activity by participating in Dialler Campaigns at designated times as allocated by your line manager.
  • Ensure all “over – payments” are resolved within calendar month of balance being in credit.
  • Administer the Financial Tasks assigned to Debt Collections, which include: 6mth UDD Reclaims, Voidances, Write Up’s & General Reclaims.
  • General Collections Administration to include Post Sort, Collections In Box & Cheque Keying.
  • Uploading “Bad Debt” evidence to Iovation.
  • Identify “Vulnerable Customers” by listening, questioning and data gathering to ensure bespoke actions/decisions taken uniquely to that customers’ needs/position.
  • Update systems with latest actions and also specific categories if a vulnerable customer.
  • Engagement with external Financial Support Services who will be managing customers finances due to Hardship/Difficulty. Negotiating suitable repayment plans considering both the customer and business needs. 
  • Either at mid or end process, make a balanced decision on whether debt is either economical or justified (considering any vulnerability) to proceed for collection.
  • Monthly run of the CAIS report for update to Experian of debtor listings.
  • Assist Finance in Month End reconciliation.

What do I need?

  • Negotiation, influencing and persuasion skills.
  • Communication skills.
  • The ability to communicate effectively over the telephone and in writing.
  • A good standard of computer literacy.
  • Problem solving and analytical skills.
  • Ability to work without constant supervision. 
  • Financial awareness.
  • A customer service focused approach and the ability to build a rapport with customers and internal contacts.
  • The ability to work under pressure in an unscripted environment.
  • Organisational skills.
  • Awareness of AA Products
  • Computer Literacy
  • Keyboard Skills
  • Awareness of FCA and Vulnerability Policy.
  • Confidence to make decisions and debt that can go up £70K
  • Fathom/Iovation/Tracesmart /Tiara/Xero Systems

Additional Information

We are a business with an increasingly agile way of working and support a flexible working approach to this role. If this is something you would like to explore please just let us know.  

As a valued member of our team, you’ll have access to a range of fully supported development programmes, designed to help you progress in your career with us. Whether you’re looking to grow in your current role, or learn new skills and take on greater responsibilities, we can help you build the career you’re looking for here.

We’re always looking to recognise and reward our employees for the work they do. Here are just a few of the benefits you’ll have access to, as part of our team:

  • Discounted home and motor insurance
  • ​Half price AA breakdown membership in your first year and free after 12 months, along with a 50% introductory discount off breakdown cover for 12 months for up to 5 friends/family members.

Plus, so much more!

Good conduct matters to us. Our teams are motivated by doing the right thing for both customers and colleagues, and in line with our values, we ask all our employees to act with honesty & integrity and respect for others at all times. 

Here at the AA we understand diversity and value the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, you are empowered to be your best and feel like you truly belong.

We hope to hear from you soon. #HeadOffice 

Company

The AA has been around for over 100 years and was formed on 29June 1905 when a group of motoring enthusiasts met at the Trocadero restaurant in London's West End. This group was initially intended to champion the cause of the motorist and particularly to help motorists avoid police speed traps. As motoring became more popular, so did we - the AA's 100 members in 1905 grew to 83,000 by 1914. As AA membership expanded, so did our activities.

Today, the AA is the largest breakdown cover organisation in the UK. Other services and products we provide include: car insurance, maps, travel guides, campsite guides, home insurance, savings accounts, smart phone and tablet apps and home emergency breakdown cover. Here are some of the key points in our history.

We know what makes people happy at work and we are pretty good at it.  We are good at matching people to jobs that they love and thrive in. Our managers are supportive and approachable. We make work fun. And we give you the back up you need to deliver an amazing service to our customers.

There are excellent career opportunities here too. Whether you want to excel in your chosen field, or you would like to move into management, there are plenty of opportunities.

We know that extras are important to you, so from the day you start working with us, you are entitled to a range of employee benefits.

SETTLING INTO THE JOB
Your first few weeks may differ depending on the business area you have joined. Some have longer induction programmes than others, but the advice is still the same. Your first few weeks are all about starting off well and laying the right foundations so that you can fulfil the role you have been recruited to do and feel part of the AA community. So your job in these few weeks is to focus on all the practical things you will need to know.

SUPPORTING YOU TO DO WELL
Every year your manager will look at your performance, and discuss ways for you to improve and develop. We do this, so that you can really fulfil your potential, and look at ways to move to the top of your game.

Building expertise in what you do - where it's needed you'll get regular training to make sure that you're kept up to date and have the skills you need to be the best at your job. Learning resources are provided at each of our locations, and may include books, computer-based training packages and videos.

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Company info
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