Key Result Areas As the senior member of the collection officer team, work with colleagues to deliver an effective and efficient arrears and collections service, ensuring borrowers are treated fairly and provided with tailored solutions to produce good customer outcomes Take on the management of, and responsibility for the more serious or complex arrears or repossession cases ensuring that all litigation and possession activities comply with policy and procedures and in accordance with all regulatory requirements and the Pre-action Protocol Support the Collections Supervisor to review and maintain the team’s training, competency and quality framework, assessing the content to support Consumer Duty and improve the customer journey; ensuring our processes exceed the industry standard Acting on feedback or direction from the Collections Supervisor, support the team by providing feedback and training to enhance the quality of customer outcomes, celebrating successes and mentoring where areas requiring improvement are identified Take the lead in ensuring that all mailings and borrower communications are sent within Service Level agreements (SLA) timescales and meet statutory and regulatory requirements Fully embrace and role model the Society’s behaviour framework, mentoring colleagues to demonstrate these behaviours in dealing with customers and other colleagues To take the lead in identifying areas of potential customer vulnerability.Using technology and innovative solutions, develop and implement strategies which ensure that you and other members of the team provide a service in this area which exceeds the current best practice, creating the best possible outcome for the customer Using your knowledge and experience, identify and report all potential areas of risk to the Collections Supervisor suggestion potential mitigating actions which could be taken Support the Collections Supervisor in managing complaints, in line with Society processes Scope and Range of the Job Indirectly Supervising Collections officers Budget Responsibilities n/a Committee Membership Vulnerable Working Group Qualifications and Experience 3 years of working in collections role Good Written and verbal communication skills Relevant qualification – CeMAP Knowledge and experience of working in Financial Services, particularly arrears handling, MCOB rules, FCA PS 24/2, FCA Consumer Duty, Vulnerable Customers, and Ministry of Justice Pre-action Protocol. Knowledge of litigation process and repossession handling Customer service principles Active listener Mentoring and coaching Developing teams understanding and competence Quality assurance testing and review / development of QA frameworks Problem solving and root cause analysis Financial services regulation and legislation Relationship management Limits of responsibility and authority You will be rewarded with Annual salary of circa £30-35,000 depending on skills and experience 34 days Paid Leave, inclusive of Bank Holidays Pension scheme with 7% employer contribution, and free pension advice Life insurance (3 x Salary when in Pension Scheme) Private Medical Insurance with single cover- on successful completion of 6 months probation Private Health Insurance after 2 years service Paid sickness leave after successful completion of probationary period The opportunity to participate in a discretionary bonus scheme Enhanced Maternity and Paternity pay after 1 year's service Wellness programmes Healthcare cash plan Retailer discounts Financial support with ongoing professional development Opportunities for volunteering with local charities