Posted: June 21, 2024 By Shaun Johnson

A Day in the Life of a Senior Collections Agent with Shaun Johnson

Shaun Johnson, Senior Collections Agent at Liberis shares what a 'day in the life' looks like.

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What’s your name and what do you do at Liberis and where in the world do you work?

Hi, I’m Shaun, and I work at Liberis in our Nottingham office. Over the past three years, I’ve grown with the company, starting as a Collections Agent and advancing to my current role as a Senior Collections Agent. While my position presents its challenges, I find it incredibly fulfilling and enjoy the diverse aspects it offers.

From the moment you wake up in the morning, what do you look forward to for the day ahead? 

What I value most in my role is the interaction with my teammates. Given the nature of our work and the challenges we face, it’s invaluable to have the opportunity to discuss and collaborate with my colleagues.

Describe a typical day for you in your role. 

Each day in my role brings something different due to the variety of tasks I handle. My mornings start with checking our email inbox and assigning new emails to the appropriate team members. Once that’s done, I focus on my responsibilities. I manage the active book for the Payment Assistance team, which involves working with customers whose payments fall short of expectations. I reach out to these customers to understand their challenges and provide solutions to help them get back on track.

What advice would you give a colleague whose just joined your team? 

On the Payment Assistance team, our golden rule is: “If you don’t know, please ask.” We believe there are no stupid questions, and it’s perfectly fine to ask the same question multiple times. The key is ensuring you’re well-prepared when communicating with our customers.

Are you office based, remote or hybrid? What are the pros and cons, if any? 

I work in the Nottingham office five days a week, which I enjoy because it allows for direct, face-to-face interactions with my colleagues instead of communicating via email. Being in the office also helps me maintain a clear boundary between work and home life, making my workday more productive and satisfying.

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