Key Accountabilities
* Speaking to our customers over the phone who are having payment difficulties to help them get back on track with their payments. E.g., arrangement, capitalisation, loan forbearance, payment holidays etc.
* Actively contacting customers via phone, post or emails who are in arrears to understand their circumstances, and having done so, agreeing a successful plan to clear the arrears within mandate(s).
* Ensure Treating Customer Fairly principles are always followed.
* Develop and implement processes to ensure that all options are considered when making decisions within mandates or referrals to senior management.
* Chasing of loans approaching their term end to understand customers’ exit plans and planning ahead for any loans that go past their term end date.
* Ensure that all SLAs are adhered to and for performance to be monitored against these.
* Reviewing received invoices from third parties, ensuring all invoices are accurate, whilst resolving any errors and passing invoices for payment to relevant team.
* Adhering to appropriate mandate levels and referring to management any issues that may fall outside mandate.
* Dealing with all collection’s loans via email and post to ensure satisfactory resolution.
* Dealing with all litigation loans via email and post to ensure satisfactory resolution. Liaising with third party solicitors, receivers, surveyors etc. in the administration of these loans.
* Dealing with complex litigation cases which cannot follow the standard litigation process. These include, but are not limited to: defended possession claims, allegations of fraud, title problems and lease forfeiture.
* Issuing of redemptions figures as per process and dealing with any redemptions queries that arise
Skills & Competencies
* Good telephone skills
* Ability to work as part of a team and on own initiative
* Attention to detail
* Strong negotiation skills
* Self-motivated
* Proactive
* Logical and organised
Knowledge & Qualifications
* Preferably educated to Degree level
* Previous Customer Service / Arrears Management / Litigation is preferable (but not essential) within a Financial Services organisation
Personal Attributes
* Calm and self-assured
* Well organised
* Punctual
* Able to work under pressure
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