Description
Recoveries Team LeaderWe are looking for a Recoveries Team Leader in our Collections & Recoveries team.The Collections & Recoveries team actively cultivates a supportive collections & recoveries culture for SMEs through their specialised debt collection procedures. Who are we?We’re Funding Circle. We back small businesses to succeed. At Funding Circle, we believe the world needs small businesses. That’s why we’ve made it our mission to help them get the finance they need to grow. With more than a decade of expertise under our belt, we’ve built a game-changer of a platform with cutting-edge data and technology that’s reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning-fast decisions! In just minutes, SMEs across the UK can get a decision, giving them access to competitive funding in a flash. We know that good business is about good people. So we pride ourselves on providing meaningful, human support as well as fast, hassle free processes to deliver an unbeatable customer experience. The role As a Recoveries Team Leader, you will play a crucial role in the day-to-day operational success of the Recoveries team. You will lead the team, ensuring the successful achievement of individual and departmental targets while safeguarding investor returns. Your responsibilities will include:
1. Team management including individual performance management, coaching, setting weekly/monthly targets over a broad range of KPI’s from talk time to cash recovered and tracking performance against these targets
2. Providing team members with regular feedback and holding 1 to 1s, KPI reviews, call shadowing sessions and honing negotiation skills
3. Contributing to initiatives to improve Recoveries processes and wider department short and long term strategy
4. Delivery of FC’s training and competence framework to ensure Agents are supported and developed to reach their maximum potential and issues of underperformance are identified early and support plans put in place
5. Providing a quality orientated, highly Borrower focussed service to all internal and external stakeholders which meets all aspects of the Quality Assurance framework
6. Handle and resolve customer complaints, ensuring Funding Circle is focused on delivering a first contact resolution on all calls and where necessary handle and resolve escalated issues
7. Responsible for managing your team’s capacity to ensure a high level of productivity and performance
8. Ensure that all aspects of regulatory compliance and internal Funding Circle processes are adhered to and excellent customer service is consistently achieved
9. Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day
What we’re looking for
10. Proven experience as a high-performing Collections or Recoveries Account Executive, ideally with informal leadership or mentoring experience
11. Demonstrable ability to coach, mentor, and inspire individuals from a diverse range of backgrounds
12. A motivated and deadline-driven individual with the ability to work under pressure whilst maintaining quality of work
13. Excellent communicator with strong interpersonal skills, a high degree of self-awareness, confidence, and resilience
14. Great attention to detail and ability to effectively use technology in the workplace
15. Able to make sound decisions and follow through on them
16. A skilled negotiator with a good understanding of business operations
17. A strong grasp of figures and the ability to quickly interpret KPIs
18. Possessing great energy to drive individual and team performance
19. Proactive in identifying opportunities to refine processes and find smarter ways to work
20. Competitive and able to contribute to nurturing a high-performing team environment
21. Highly organised individual with the ability to multitask and react effectively in a fast-paced environment
At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn’t align perfectly with the requirements. Want to learn more?
22. We have a huge impact on the businesses that borrow through our platform, the communities they serve and the overall economy (last year £6.9bn of GDP generated). You can read our full Impact Report here:
23. To see what our customers think, visit our Trustpilot page:
24. And we’re still evolving! Our award-winning multi-product platform is solving more SME finance challenges than ever before. We think big, rally together and meet the needs of SME customers like no other.
Why join us?At Funding Circle, we celebrate and support the differences that make you, you. We’re proud to be an equal-opportunity workplace and affirmative-action employer. We truly believe that diversity makes us better.As a flexible-first employer we offer hybrid working at Funding Circle, and we've long believed in a 'best of both' approach to in-office collaboration and non-office days. We expect our teams to be in our London office three times a week, where you can take advantage of our newly refurbished hybrid working space, barista made coffee and subsidised lunches (via JustEat) every day!We back our Circlers to build their own incredible career, making a difference to small businesses every day. Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Wealth, Development & Lifestyle. A few highlights:
25. Flexibility: We provide you with a benefit allowance so that you can tailor your benefit selection to you and your family’s needs.
26. Health:Private Medical Insurance, Dental Insurance, Health Cash Plan, Health Assessments (including female fertility health assessments), eyecare vouchers, flu jabs, Wellhub (for discounted flexible gym membership and access to wellbeing apps) access to a free Employee Assistance Programme and free Digital GP for yourself and any children under 16.
27. Wealth:Life Assurance, Income Protection, Critical Illness Cover, financial coaching through Octopus Money Coach, a tax-advantaged share scheme, a free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
28. Development: Dedicated annual Learning & Development allowance and full access to internal learning platform.
29. Lifestyle:Electric Car Scheme, Cycle to Work scheme, Season Ticket Loans, and more!
And finally, we have award winning parental leave policies supporting parents through enhanced maternity, partner and adoption leave, as well as additional leave for parental bereavement and for fertility treatments.Ready to make a difference? We’d love to hear from you.
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