Account Executive
Term: Permanent
Working hours: Full Time Monday to Friday 9:00-17:30
Team: Collection and Field
Location: Bracknell based
About
Client is a specialist collections, recoveries and enforcement business with one clear purpose: to deliver fair, transparent and ethical outcomes. We support lenders, creditors, property owners and commercial businesses through a range of collections, recoveries, repossessions and enforcement services across England and Wales.
Team
This role sits within our Collections & Field Services division, supporting our Motor Finance Recovery operations. The team works closely with lenders, field agents, customers and internal stakeholders to ensure vehicle recovery activity is managed efficiently, compliantly and professionally.
Role
As an Account Executive within our Motor Finance Recoveries team, you will be responsible for managing a portfolio of vehicle recovery instructions on behalf of our clients. Working closely with field-based Appointed Representatives, clients and internal stakeholders, you will ensure cases are progressed efficiently from instruction through to resolution. You will coordinate recovery activity, monitor case progression, review field intelligence and provide timely updates to clients, ensuring all actions are completed in line with regulatory requirements, client expectations and company standards.
To succeed you will engage in a high volume of inbound and outbound telephone activity, gather information, conduct investigations and trace customers and vehicles to support successful recovery outcomes. You will assess information from multiple sources, make informed decisions on case progression and manage vulnerable customer situations, always ensuring fair outcomes in a regulated environment.
Main responsibilities
* Manage a portfolio of vehicle recovery instructions from receipt through to completion.
* Conduct high volumes of inbound and outbound telephone activity with customers, clients, agents and third parties.
* Undertake tracing and investigative activity to establish customer contact and vehicle whereabouts.
* Review intelligence received from field agents and other sources to determine appropriate next steps.
* Provide guidance and support to Appointed Representatives to ensure effective case progression.
* Maintain regular communication with clients, providing updates and managing expectations.
* Identify vulnerable customers and ensure cases are managed in accordance with FCA requirements, Consumer Duty principles and company policies.
* Exercise sound judgement when assessing case information and determining recovery strategies.
* Monitor case progress against service level agreements and operational targets.
* Maintain accurate and comprehensive case records across internal and client systems.
* Escalate complex, high‑risk or sensitive matters where appropriate.
* Contribute to operational performance, quality standards and continuous improvement initiatives.
Skills, Experience & Attributes
* Excellent verbal and written communication skills.
* Good computer literacy and confidence using multiple systems.
* Ability to manage a high‑volume workload while maintaining attention to detail and accuracy.
* Strong organisational and time‑management skills.
* Professional and resilient approach when handling challenging situations.
* Ability to work effectively under pressure and meet deadlines.
* Strong problem‑solving skills and sound judgement.
* A positive attitude and willingness to learn.
* Ability to work both independently and as part of a team.
* Ability to build rapport quickly and gather information through effective questioning techniques.
* Confidence handling telephone conversations with a wide range of stakeholders.
Desirable:
* Experience in customer service, sales, contact centre, financial services or operational environments.
* Experience working to targets, service levels or performance measures.
* Knowledge of regulated industries or FCA environments.
What Success Looks Like
The successful candidate will be hardworking, dependable and customer‑focused, with confidence to manage a busy workload and make informed decisions. They will be naturally curious, able to gather information through effective questioning, and committed to delivering positive outcomes for clients while ensuring customers are treated fairly and respectfully.
Equal opportunities
Our Client is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.
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