About the Role
We’re now seeking a dynamic Collections Manager with a background in Financial Services to join our Operations team at an exciting phase of growth. You’ll oversee our Early Arrears and Customer Support functions, developing innovative strategies, leading teams, and managing risk effectively. You’ll be actively involved in daily operations, ensuring we comply with FCA regulations and uphold all vulnerability principles.
What You’ll Do
Collections Arrears Portfolio
* Ensure that customer queries and complaints are handled with speed, efficiency, and care, adhering to the highest standard possible
* Understand customers affordability and propensity to pay
* All agreements are managed within a compliant manner and following Consumer Duty framework, ensuring good customer outcomes.
* Responsible for reviewing high risk contracts and taking appropriate operational action
Customer Support Team
* Maintain, ensure and wherever possible, surpass industry best practice for vulnerable customers
* Ensure that customers are supported to the highest standard, and where possible, move cases back to mainstream support
Management Information Responsibility
* Ensure all daily, weekly, monthly reports from all areas within the department that you are responsible for are submitted accurately and on time
* Report any incidents or risks to the business within policy guidelines
Line Management
* Coach and develop the supervisory team members to achieve department and individual targets and ensure all matters are followed up on
* Monitor calls and reporting to ensure compliance and call quality expectations and work closely with other areas of the business to address customer needs
* Contribute to strategy planning sessions as well as analyse key data indicators to define & develop the collections strategy
* Schedule and follow through on all 1-2-1 regular meetings and give regular feedback.
* Involvement in all HR matters concerning direct line reports with ownership and responsibility.
* Ensure smooth delivery of any new systems and processes.
You’ll be an innovative thinker with exceptional communication skills and the ability to confidently engage with stakeholders at all levels. You thrive in fast-paced environments, excelling at multitasking, setting priorities, and meeting strict deadlines. Proven experience and a strong understanding of CCA 1974, FCA regulations, and FOS procedures are essential.
About Billing Finance
We are a privately-run, family-owned vehicle financing company based on the outskirts of Northampton who are in an exciting phase of transformation. We focus on customers with non-standard credit profiles that may not fit the automated underwriting processes of other lenders. Our mission is to help get all our people, including customers and staff “where they need to be” by “putting them at the heart of everything we do”.
Our values
* We are responsible – We are conscious of our impact on people and planet
* We care about you – We are kind and compassionate with our customers and with each other
* We work with you – We support financial wellbeing for our customers and the wider community
Benefits
* Discretionary bonus scheme
* Electric Vehicle salary sacrifice scheme
* Pension salary sacrifice scheme
* Private Medical
* Income ProtectionEmployee Assistance Programme
Billing Finance is an equal opportunities employer, and we understand that for some candidates to perform their best they may need some reasonable adjustments. If we can make your application journey with us more suitable for you, please do let us know and we will endeavour to help.
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