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* Ensure that the team provides courteous and professional customer service while negotiating repayment terms with customers.
* Address escalated customer issues and resolve complaints in a timely manner, maintaining a high standard of customer satisfaction.
* Liaise with internal and external stakeholders, including legal and compliance teams, to address complex cases and escalate issues when necessary.
* Constant review of the recovery process to ensure it adheres to all regulatory requirements, including those of the insurer and management.
* Adhere to all relevant policies, local processes, regulatory and business service level agreements.
* Conduct regular performance reviews, provide coaching, and support ongoing development to enhance team skills and productivity.
* Establish, implement, and manage sustainable repayment arrangements tailored to the needs of both the Business and Debtor, ensuring late payments are chased and enforcement actions are taken.
* Accurately manage and calculate settlement figures for all debtors, supporting all areas of the business in relation to RG Claims Recoveries.
* Manage and calculate financial payment requisitions as part of the recoveries process, ensuring payments are made efficiently with proper tracking and recording.
* Work closely with outsourced providers to maximize recovery success through strategy planning and efficient query handling.
* Prepare regular reports on recovery rates, team performance, and other key metrics for management review.
* Foster a positive work environment, promoting teamwork and cooperation within the team and across departments.
* Stay updated on industry regulation changes and ensure team adherence to all applicable laws, policies, and guidelines.
* Conduct audits of recovery activities to ensure compliance and address deviations from company policies.
Conduct Rules and Fitness & Propriety
All PIB employees are expected to conduct themselves with integrity and professionalism, placing the customer at the center of all we do, which is central to our culture. You must adhere at all times to the FCA Conduct Rules below.
Individual Conduct Rules:
You must act with integrity, due skill, care, and diligence. Be open and cooperative with the FCA, PRA, and other regulators. Pay due regard to customer interests and treat them fairly. Observe proper standards of market conduct. Act to deliver good outcomes for retail consumers.
Compliance with FCA Conduct Rules is required at all times and will be evidenced through annual performance reviews.
Fitness & Propriety
You will be assessed regularly to ensure you maintain fitness at an appropriate level, including experience, knowledge, skills, professional qualifications, and CPD. Maintain good repute, honesty, integrity, and financial soundness, and report any changes in circumstances or conflicts of interest. Complete all relevant training.
Compliance of Fitness & Propriety will be evidenced through PIBs annual checks, performance reviews, and Fitness & Propriety Declarations.
Person Specification
Qualifications:
* GCSE C or above or equivalent in English and Maths
* Degree in Business, Finance, or related field
Experience:
* Proven experience in debt recovery, collections, or similar, with at least 2 years in a leadership role
* Ability to work effectively under pressure and meet targets in a fast-paced environment
Knowledge:
* Strong knowledge of recovery strategies, legal regulations, and industry best practices
Skills:
* Clear communication promoting two-way communication
* Leadership and team development skills
* Customer-focused, striving for excellence
* Commercial awareness to identify cost reduction opportunities
* Analytical skills and initiative
* Adaptability and response to change
* Planning and prioritization
* Strong leadership, empathy, patience, attention to detail, and ability to handle sensitive situations calmly
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