Hays are delighted to be working with our global client, one of the world’s most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates amitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion,mitment, uniqueness and contribution to shaping the future success of their business.About the job:As a Collections Advisor you will be responsible for optimising customer contact to provide support and guidance on forbearance options available to the customer in line with FCA regulations on Borrowers in Financial Difficulty, Tailored Support Guidance, Fair Treatment of Vulnerable Customers and other related FCA guidance. You will balance customer needs against customer oues andpany brand values. Supporting management in change activities to enable process improvement and regulatorypliance.
1. Using business and product knowledge to provide options for customers to ensure best possible oue for their situation.
2. Gather information from the customers responses, document carefully and sensitively.
3. Ensure ongoing monitoring of identified vulnerability cases to support the customer and minimise negative customer impact and business losses.
4. Obtain validation and demonstrate forbearance in line with FCA guidelines by agreeing realistic, affordable, and sustainable repayment plans, balancing customer needs with business requirements in line with the Assessing Affordability Work Instruction on all secured and unsecured agreements.
5. Identify, qualify and reduce potential risks when managing and resolving agreement breaches which could result in the loss of the vehicle.
6. Manage negotiation with both customers and authorized third parties
7. Working closely with Financial Crime and Risk, accelerating cases for further action when the asset is at risk.
8. Maintain the service level agreement for all correspondence, both email and white mail, to bepleted within 48 hours.
9. Liaising with internal/external departments toplete investigations into contractual issues.
10. Proactively review customer accounts to identify and resolve any future problems before they arise.
11. Highlight cases which have irregularities and provide feedback on potential high-risk cases. Inform underwriting & credit risk to ensure trends/areas of improvement are identified.
12. Analyse and process HPI reports detailing Keeper Changes on active agreements.
Make prompt contact with our customer to establish if vehicle is still in their possession, using the information available to assist in deciding if a default notice is necessary.
13. Responsibility for fully reviewing cases to ensure that default notices are issued after appropriate consideration of all factors such as payment plan oues, ASKMid checks, Keeper Enquiry, CRA review and in the case of possible breaches, receipt of relevant documentation to satisfy potential breach.
14. Providing dedicated support to the families of deceased customer cases in line with FCA guidelines.
15. The role holder is responsible for ensuring process & procedures adequately take into account our Consumer Duty responsibilities and that we have appropriate processes for identifying and ensuring good customer oues, including for customers with characteristics of vulnerability.
Skills & Experience
16. Experience in a Collections related environment, or working within Customer Services industry, preferable in financial services (desirable).
17. Strong administration &munication skills.
18. The ability to be organised working within timescales and attention to detail is key.
19. Knowledge of DPA, CCA, FCA, Consumer Duty, GDPR & Money Laundering
20. Experience of working with vulnerable customers (desirable).
21. Analytical and objective approach to problem solving.
22. Strong team ethic.
How will we support you:The business core values are integral to their corporate culture and guide their actions and decisions. These values include:Openness – Embracing change and new opportunities, learning from mistakes and acting with integrity, Responsibility – Making consistent decisions andmitting to them personally, fostering trust and effective teamwork.Appreciation – Reflecting on actions, respecting each other, offering clear feedback and celebrating successTransparency –Acknowledging concerns and identifying inconsistencies constructivelyTrust – Relying on each other to act swiftly and achieve goalsDiversity – Valuing diverse backgrounds and experiences to enhance innovation andpetitivenessWe offer apetitive hourly wage plus an annual performance-related bonus. You will receive a generous annual leave up to 35 days which is inclusive of bank holidays. There’s free on-site parking available, and you’ll have access to a subsidised restaurant. We offer hybrid working where employees split their time between working remotely (often from home) and working in the officeDiversity, Equity and InclusionEquality, diversity, and inclusion policy is centered around creating a diverse and inclusive work environment that values and respects differences. Thepany promotes diversity through various initiatives and has integrated diversity, equity, and inclusion into its HR strategy1.Key aspects of policy include: Promoting equal opportunities in recruitment and personnel development. Ensuring protection against discrimination and fostering respect in everyday business. Encouraging a diverse workforce to enhancepetitiveness, effectiveness and innovation.Supporting five dimensions of diversity: gender, age and experience, physical and mental abilities, sexual orientation and identify and cultural background #4739893 - Declan Sassman