Customer Relations & Collections Agent

About the role

We are looking for a Customer Relations & Collections Agent to join a fast‑paced financial services environment. The role focuses on managing customer accounts, resolving arrears and delivering fair, sustainable outcomes through professional and empathetic engagement.

Key responsibilities

• Proactively manage a portfolio of customer accounts across early to late‑stage arrears.
• Handle inbound and outbound calls and email enquiries with professionalism.
• Assess customer circumstances and agree on sustainable repayment solutions.
• Maintain accurate case notes, documentation and compliance records.
• Resolve first‑level customer complaints with a customer‑first mindset.
• Collaborate with internal teams on complex cases to improve outcomes.
• Support process‑improvement and operational‑excellence initiatives.

Required profile

• 2‑4 years’ experience in collections, arrears management or credit control.
• Strong verbal and written communication skills, especially in sensitive situations.
• Confident negotiator with a balanced, fair approach to customer outcomes.
• Numerate with good analytical skills and attention to detail.
• Organised, proactive and able to manage multiple priorities.
• Stamp 4 or EU/Irish passport.

Required skills

• Experience using CRM systems.
• Familiarity with collections platforms.
• Proficiency with Microsoft Office applications.