Job Summary
The Collections Team Leader is responsible for overseeing the day-to-day operations of the Collections team, ensuring customers in financial difficulty are supported in line with the Bank's policies and regulatory obligations. This role involves monitoring arrears cases, supporting team members in handling complex collections cases, and ensuring that all customer interactions lead to fair outcomes. The Team Leader also plays a key role in implementing process improvements and ensuring compliance with consumer duty principles. This role will have line management responsibility.
Key responsibilities
* Monitor and support the management all customer cases where payments are not being made in line with agreed terms and conditions, or where a customer may experience difficulties in the future.
* Oversee the Collections team's handling of arrears cases, ensuring adherence to Treating Customers Fairly (TCF) and Consumer Duty principles.
* Escalate cases into Recoveries Specialist to manage more complex and high risks cases in the Collections process, including litigation, receivership, and other forms of enforcement.
* Provide coaching, training, and ongoing development to Collections Advisors to improve their handling of arrears cases.
* Conduct regular competency checks and ensure team members meet the required performance and compliance standards.
* Effectively manage team attendance and resource allocation to optimise operational capacity.
* Ensure all customer communications and interactions comply with FCA regulations, Consumer Duty, and internal policies.
* Monitor and address risk incidents, ensuring appropriate actions are taken to prevent reoccurrence.
* Support internal and external audit processes, ensuring the team provides accurate and timely information.
* Assist in handling escalated customer complaints, ensuring timely resolution and continuous improvement in the complaints process.
* Ensure collections and recoveries systems are accurately maintained with appropriate evidence and record-keeping.
Skills required
* Experience in collections and recoveries, ideally within the financial services sector.
* Knowledge of arrears management strategies and regulatory requirements.
* Strong verbal and written communication skills with a high level of attention to detail.
* Ability to lead and develop a team, providing coaching and mentoring to enhance performance.
* Understanding of litigation and enforcement processes within collections would be advantageous
About us
Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.
Additional Details
We offer highly attractive reward package; the typical benefits include:
* 25 days holiday entitlement increasing with service
* Pension plan
* Private medical insurance
* Dental cover
* Income protection
* Life assurance
* Employee referral bonus
Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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