Associate Account Manager

​Title: Associate Account Manager
Reporting to: Senior Account Manager
Contract/Hours: Temporary Contract, 6 Months (37.5 hours per week)
Contract Review: Contract performance will be reviewed at the end of the 6-month period for potential continuation

Pay: £13.46 per hour

Overview of the Role

The Associate Account Manager plays a key role in supporting the financial performance of the business by managing early-stage delinquent accounts and working with customers to agree sustainable repayment solutions. The role involves a blend of telephone-based customer contact, negotiation, administration and reporting, with plenty of scope to demonstrate initiative and build confidence in decision-making.

This position would suit someone who enjoys problem-solving, speaking with customers and taking ownership of outcomes within a supportive and fast-paced environment.

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Main Responsibilities

• Manage outbound and inbound calls to customers with overdue accounts, ensuring targets are met in a compliant and professional manner
• Negotiate repayment plans or discuss alternative resolutions based on individual customer circumstances
• Keep accurate and up-to-date records of customer information, interactions, financial status and agreed actions
• Complete associated administrative tasks, reporting and account activity updates
• Adapt to changing processes, priorities and workload requirements
• Maintain a polite, professional and customer-focused approach at all times

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Person Specification

We are looking for someone who:

• Holds 5 GCSEs or equivalent, or has 2–4 years’ experience in collections, credit control or financial services
• Communicates confidently over the phone and in writing
• Is comfortable using Microsoft Office and internal systems
• Has a friendly, positive manner and strong interpersonal skills
• Works well independently and takes ownership of tasks
• Can organise workload effectively and manage competing priorities

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Core Competencies

Adaptability & Flexibility
• Embraces new ideas, processes and technology
• Delivers results during periods of operational change
• Shows initiative in developing new skills and improving performance

Attention to Quality
• Completes work with accuracy and attention to detail
• Follows processes designed to uphold service and compliance standards
• Takes early action to address issues or discrepancies

Communication & Influence
• Communicates clearly, respectfully and in a timely manner
• Demonstrates effective listening and adapts style to suit the audience

Continuous Improvement
• Looks for efficiencies and better ways of working
• Supports a culture of learning and improvement
• Works with others to enhance the customer experience

Teamwork & Collaboration
• Understands that success is collective and contributes positively to the wider team
• Builds effective working relationships
• Supports colleagues and shares knowledge

Safety & Responsibility
• Works safely and responsibly at all times
• Raises issues or risks promptly

Customer Service Excellence
• Builds strong relationships with customers and stakeholders
• Shows drive to meet commitments and resolve issues
• Uses customer insight to improve outcomes and service delivery