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Role Purpose

The Agent will be responsible for handling inbound and outbound calls, emails and letters as appropriate working to making a suitable arrangement to minimise arrears or prevent potential arrears from invoice production.

Main Areas of Responsibility

  • Manage consumer and business customers invoices or arrears in line with the company’s credit control practices as per the Policy and Procedures documents.
  • Collate information to ensure identification, documentation, and resolution of telephone/written queries, disputes, and general enquiries in an efficient and effective manner, ensuring relevant SLA’s are achieved.
  • Handle and communicate with customers in a professional and compliant manner understanding each individuals circumstance may be different and require a different resolutions.
  • Ensure decision making is executed in a timely manner to reduce risks to bad debt and impact to the individual customers service.
  • Working to resolve queries and disputes and as appropriate escalate as required.
  • Ensure compliant management of individual and multiple accounts.
  • Delivery of all communication and service is done in a professional manner. With internal and external customers, across departments and countries as appropriate.
  • Other actions and duties may be required on an adhoc basis.
  • Shifts and hours of requirement require flexibility adaptability to assist the business achieve business goals.

 Experience, Skills and abilities

  • Experience of consumer or business interaction
  • Experience/knowledge of collections/call centre/customer service experience
  • Excellent communication skills – written and verbal
  • Ability to develop and maintain relationships
  • Strong interpersonal and organisational skills.
  • Strong team working skills
  • Ability to understand and execute role to goals, targets and standards set
  • Ability to understand and analyse individual customer circumstances, in a professional and courteous manner.
  • Negotiation and Influencing skills
  • Demonstrate proactive and self driven approach, imitative and desire to progress and develop
  • Ability to use microsoft Excel, Word, Outlook and other applications.

Terms: Permanent Full Time

Contact: Human Resources

Address: Intrum Justitia Ireland, 1st Floor, Block C, Ashtown Gate, Navan Road, Dublin 15

Email: intrumjobs@ie.intrum.com