To provide a first-class service to all Society customers, ensuring fair outcomes, taking responsibility for the more serious arrears and possession cases, producing high standards of work and ensuring that all service standards are achieved. Assist the Collections Supervisor in maintaining and monitoring the Collections team quality assurance framework ensuring that it is fit for purpose, ensures good customer outcomes and follows best practice particularly in relation to MCOB, FCA PS 24/2 and FCA Consumer Duty, providing appropriate and constructive feedback to team members. To input into the oversight and development of an efficient and effective collections administration operation in accordance with the Society's procedures, within timescales and SLAs, whilst complying with all statutory and regulatory requirements.
Key Result Areas
· As the senior member of the collection officer team, work with colleagues to deliver an effective and efficient arrears and collections service, ensuring borrowers are treated fairly and provided with tailored solutions to produce good customer outcomes
· Take the lead in ensuring that all mailings and borrower communications are sent within Service Level agreements (SLA) timescales and meet statutory and regulatory requirements
· Take on the management of, and responsibility for the more serious or complex arrears or repossession cases ensuring that all litigation and possession activities comply with policy and procedures and in accordance with all regulatory requirements and the Pre-action Protocol
· Support the Collections Supervisor to review and maintain the team's training, competency and quality framework, assessing the content to support Consumer Duty and improve the customer journey; ensuring our processes exceed the industry standard
· Acting on feedback or direction from the Collections Supervisor, support the team by providing feedback and training to enhance the quality of customer outcomes, celebrating successes and mentoring where areas requiring improvement are identified
· Fully embrace and role model the Society's behaviour framework, mentoring colleagues to demonstrate these behaviours in dealing with customers and other colleagues
· To take the lead in identifying areas of potential customer vulnerability. Using technology and innovative solutions, develop and implement strategies which ensure that you and other members of the team provide a service in this area which exceeds the current best practice, creating the best possible outcome for the customer
· Using your knowledge and experience, identify and report all potential areas of risk to the Collections Supervisor suggestion potential mitigating actions which could be taken.
· Support the Collections Supervisor in managing complaints, in line with Society processes
· To be responsible for own personal development and to keep up with the current relevant regulations in relation to own role and the Society.
Scope and Range of the Job
· Indirectly Supervising Collections officers
· Budget Responsibilities n/a
· Committee Membership Vulnerable Working Group
Qualifications and Experience
· 3+ years of working in collections role
· Good Written and verbal communication skills
· Relevant qualification – CeMAP
· Knowledge and experience of working in Financial Services, particularly arrears handling, MCOB rules, FCA PS 24/2, FCA Consumer Duty, Vulnerable Customers, and Ministry of Justice Pre-action Protocol.
· Knowledge of litigation process and repossession handling
· Customer service principles
· Active listener
· Mentoring and coaching
· Developing teams understanding and competence
· Quality assurance testing and review / development of QA frameworks
· Problem solving and root cause analysis
· Financial services regulation and legislation
· Relationship management
· Limits of responsibility and authority
You will be rewarded with
* Annual salary of circa £30-35,000 depending on skills and experience
* 34 days Paid Leave, inclusive of Bank Holidays
* Pension scheme with 7% employer contribution, and free pension advice
* Life insurance (3 x Salary when in Pension Scheme)
* Private Medical Insurance with single cover on successful completion of 6 month probation
* Private Health Insurance after 2 years service
* Paid sickness leave after successful completion of 6 month probationary period
* The opportunity to participate in a discretionary bonus scheme
* Enhanced Maternity and Paternity pay after 1 year's service
* Wellness programmes
* Healthcare cash plan
* Retailer discounts
* Financial support with ongoing professional development
* Opportunities for volunteering with local charities
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* Health & wellbeing programme
* Life insurance
* On-site parking
* Private medical insurance
* Sick pay
Work Location: Hybrid remote in Ipswich IP3 9SJ