Collections Team Leader

Collections

Ref: 1258Wednesday 14 April 2021

£depending on experience

This is an exciting time to be joining our client, a well-known, highly respected and customer focussed financial services provider. They are seeking an experienced Collections professional to join and lead their Collections Team. Our client proactively manages and supports their customers who are in financial hardship from the moment they anticipate difficulties to the sale of a property in possession. This role is working with customers to rehabilitate their mortgage and to try and ensure they retain their property.

Duties will include: -

  • Responsible for proactively contacting borrowers at various stages of arrears in order for the borrower to get up to date with their repayments and where appropriate agree tailored solutions with the borrower
  • Accountable for the overseeing the management of borrowers in pre/early and actual arrears
  • Taking payments from customers & authorised parties including setting up Direct Debit instructions
  • Accurately record events onto the Account administration systems adhering to DPA and GDPR requirements
  • Respond to customer queries in the form of free format letters, where appropriate
  • Effectively negotiate arrangements offered, using influencing and negotiation techniques including:
    • Accurately capturing information to assess customer circumstances including customer Income & Expenditure information
    • Ensure decisions are made in line with Society’s Policy and Financial Regulations & Legislation
    • Consideration of Forbearance options
  • Identifying & assessing vulnerable customers & considering/applying forbearance solutions
  • Instruct third parties or solicitors where appropriate in line with policy and process
  • Investigate & respond to complaints raised by customers and/or their representatives
  • Prepare the monthly MI and Board papers as required

 

The successful candidate will possess:

  • A strong background of managing arrears, forbearance, and term expiry cases (within mortgages)
  • Ability to work within a target-driven, telephone based financial environment
  • Experience in Leadership/Management
  • CeMap qualification would be preferred, however our client would be happy to consider people who would like to gain this qualification.