Job Description
Our global client requires a Credit Collections Coordinator to join their busy team for a minimum period of 6 months.
Role:
You will be the day-to-day contact and escalation for customers with serious financial difficulty.
This involves talking to customers in a variety of often sensitive situations ensuring the customer’s agreement is managed effectively and kept up to date and that Financial Services are providing the best possible service to the customer whilst keeping in mind the needs of the business.
This role requires the flexibility to work a shift pattern between 9:00 am and 6:00 pm Monday through Friday. There may be requirements for an occasional Saturday and Bank Holiday, with a day taken off in lieu during the week.
Main Responsibilities:
General Communications
* Pre-Arrears Agreement Handling, speaking with customers who potentially will not be able to afford future repayments.
* Early arrears Agreement Handling, helping customers who have just entered into arrears and trying to negotiate repayment plans in order to get the agreement back up to date.
* Identifying customers who are vulnerable and following the Financial Services Vulnerable Customer Policy when speaking with them.
* Treating customers fairly with forbearance options and due consideration throughout the whole collections process.
* Vehicle Repossessions, dealing with both the third party agents who are actively trying to recover the asset and also customers who may subsequently contact FS following contact by the third party or during the process of the actual repossession.
* Handling of Deceased Agreements. Showing compassion when speaking with all parties involved in this process, including the next of kin or family members and executors of the estate, and solicitors.
* Identifying & referring any agreements that may potentially involve Fraud and tracing of Customers who have been reported as Gone Away.
* Referring agreements for potential Pre-Litigation Action.
* Shortfall liability, discussing outstanding liabilities with customers following the end of contract on the agreements, and providing forbearance options.
Regulatory Administration
* Action Consumer Credit Act (CCA 1974) correspondence in line with processes and company requirements.
* Assist Management in the production and maintenance of FCA complaint and TCF work policies and procedures, with a focus on financial difficulties and vulnerability.
* Understand and apply FCA CONC rules with dealing with each customer agreement.
Other Duties
* Assist in any projects, system upgrades, etc. when required.
* Proactively seek to improve processes and procedures within the department.
* Working with other associates in FS teams to find the best solution for the customer.
* Assist in External Partner Agreements where appropriate.
* Complaint handling: speaking with the customer and taking details of their complaints and then referring to Team Leader/Manager and preparing any initial draft correspondence.
Qualifications, skills, and experience:
Required
* Knowledge of using a range of office software, including email, spreadsheets, and databases.
* Experience in preparing and analysing reporting data for management accurately and to timescales.
* Strong analytical and problem-solving skills, able to make sound business decisions, and use good judgement.
* Able to demonstrate successful communication (verbal and written) with internal and external customers at all levels via telephone and email.
* Comfortable negotiating, discussing sensitive financial issues, and finding solutions, keeping both the business and customer in mind.
* Solicits feedback and on-going communication with various departments and external partners to improve overall efficiencies and promote good customer.
Desirable
* Experience in the Motor Finance sector or equivalent finance industry.
* Experience and understanding to apply FCA CONC rules with each customer agreement.
Whilst there is no contractual right to work from home, the flexibility our client offers is that you can request to work from home 2 days per week, again, providing there is no business requirement to attend the office.
Duration: 6 Months plus
Onsite Parking
Interested? Please apply.