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Collections Team Leader - West Midlands

Posted 22 February by Pure Resourcing Limited Easy Apply Ended
Collections Team Leader - West Midlands

Our client has a new and exciting opportunity to join and lead their Collections team. The company look to proactively manage and support our customers who are in financial hardship from the moment they anticipate difficulties to the sale of a property in possession, we work with customers to rehabilitate their mortgage and to try and ensure they can keep hold of their property. They have an outstanding track record and are looking for someone to continue who is looking to grow their career.

Key Accountabilities: (Further breakdown/spec shall be provided)

Responsible for proactively contacting borrowers at various stages of arrears in order for the borrower to get up to date with their repayments and where appropriate agree tailored solutions with the borrower
Accountable for the overseeing the management of borrowers in pre/early and actual arrears
Taking payments from customers & authorised parties including setting up Direct Debit instructions
Accurately record events onto the Account administration systems adhering to DPA and GDPR requirements
Respond to customer queries in the form of free format letters, where appropriate
Effectively negotiate arrangements offered, using influencing and negotiation techniques including:
Accurately capturing information to assess customer circumstances including customer Income & Expenditure information
Ensure decisions are made in line with company's Policy and Financial Regulations & Legislation
Consideration of Forbearance options
Identifying & assessing vulnerable customers & considering/applying forbearance solutions
Instruct third parties or solicitors where appropriate in line with policy and process
Investigate & respond to complaints raised by customers and/or their representatives
Written communication and conducting telephone calls
Considering/offering forbearance/redemption

Candidate:

Communicates effectively
Time Management
Drives for Results
Customer Focus
Service Quality
Adaptability
Interpersonal Skills
Functional/Technical Knowledge
Negotiating for Success
Decision Making

Qualifications & Experience:

CeMAP
Has a clear track record of managing arrears, forbearance and term expiry cases
Ability to work in within a target-driven, telephoned based financial environment with a desire to exceed expectations
Positive attitude and resilient when faced with challenging situations
Ability to assess, analyse & recommend solutions to customer & process related challenges/problems

Package:

Basic salary £24 - £30k + Bonus + Benefits

Applications to include a full CV with a covering letter demonstrating your suitability for the role

Required skills

  • Arrears
  • Collections

Reference: 34532816

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