Our global client requires a Credit Collections Coordinator to join their busy team for a minimum period of 6 months.
You will be the day-to-day contact and escalation for customers with serious financial difficulty.
This involves talking to customers in a variety of often sensitive situations ensuring the customer’s agreement is managed effectively and kept up to date and that Financial Services are providing the best possible service to the customer whilst keeping in mind the needs of the business.
This role requires the flexibility to work a shift pattern between 9:00 am and 6:00 pm Monday through Friday. There may be requirements for an occasional Saturday and Bank Holiday, with a day taken off in lieu during the week.
Early arrears Agreement Handling, helping customers who have just entered into arrears and trying to negotiate repayment plans in order to get the agreement back up to date.
Identifying customers who are vulnerable and following the Financial Services Vulnerable Customer Policy when speaking with them.
Treating customers fairly with forbearance options and due consideration throughout the whole collections process.
Vehicle Repossessions, dealing with both the third party agents who are actively trying to recover the asset and also customers who may subsequently contact FS following contact by the third party or during the process of the actual repossession.
Identifying & referring any agreements that may potentially involve Fraud and tracing of Customers who have been reported as Gone Away.
Referring agreements for potential Pre-Litigation Action.
Shortfall liability, discussing outstanding liabilities with customers following the end of contract on the agreements, and providing forbearance options.
Regulatory Administration
Action Consumer Credit Act (CCA 1974) correspondence in line with processes and company requirements.
Assist Management in the production and maintenance of FCA complaint and TCF work policies and procedures, with a focus on financial difficulties and vulnerability.
Assist in any projects, system upgrades, etc. Complaint handling: speaking with the customer and taking details of their complaints and then referring to Team Leader/Manager and preparing any initial draft correspondence.
Knowledge of using a range of office software, including email, spreadsheets, and databases.
Experience in preparing and analysing reporting data for management accurately and to timescales.
Able to demonstrate successful communication (verbal and written) with internal and external customers at all levels via telephone and email.
Comfortable negotiating, discussing sensitive financial issues, and finding solutions, keeping both the business and customer in mind.
Whilst there is no contractual right to work from home, the flexibility our client offers is that you can request to work from home 2 days per week, again, providing there is no business requirement to attend the office.
Onsite Parking