Collections Support Administrator, YouLend

• High attention to detail – ability to spot errors and inconsistencies quickly and accurately
• Strong organisational skills – able to manage multiple workflows and prioritise tasks under pressure
• Communication skills – both written and verbal
• Fast-paced work ethic – able to meet tight deadlines while maintaining accuracy
• Proficiency in Microsoft Office (especially Outlook, Excel, and Word)
• Able to work independently and within a team
• Comfortable working within strict SLA and compliance frameworks.

Desirable

• We are on the lookout for a Collections Support Administrator, you will play a key role in managing our group inbox, ensuring all tasks are completed and communications are addressed within the 24-hour turnaround
• You will handle operational queries from key partners, ensuring service level agreements (SLAs) are met
• The role also involves handling insolvency and debt management correspondence via email and post, as well as issuing weekly letters and performing default audit checks
• Monitor and Manage Group Inbox: Oversee the inbox, ensuring all queries and requests are handled within a 24-hour SLA turnaround
• Third-Party Platform Queries: Respond to and resolve queries from external platforms in a timely and professional manner
• Audits: Perform weekly audits to ensure accounts are prepared for the department process, maintaining accurate data and documentation
• Management of postal platform: Issue weekly letters to merchants, ensuring all communication adheres to company policies and compliance standards
• Administrative Support: Provide administrative support to the Collections & Recoveries team, assisting with tasks such as organizing documentation, preparing reports, and processing customer information
• Cross-Functional Collaboration: Work closely with internal teams (e.g. customer service) to ensure smooth and efficient collections processes, escalating issues as necessary
• Inbound Call Collections: Handle inbound calls from customers regarding account queries and payment support, aiming to resolve issues and facilitate timely payments