Collections Manager
Location: Basingstoke, Hampshire
Salary: Up to £55,000
Do you have a strong understanding of collections and recoveries within consumer credit? Our client is seeking an experienced Collections Manager to join their growing organisation on a permanent basis. This is an excellent opportunity to be part of an innovative business delivering forward-thinking credit solutions in Basingstoke, Hampshire.
The successful candidate will lead and develop a team of collections agents, overseeing the end-to-end collections process. You will be responsible for delivering best-in-class customer service while ensuring positive customer outcomes and achieving key business objectives.
Key duties:
*Management & oversight of Collections Strategies, external Debt Collection Agencies and Debt Sale partners.
*Resource & capacity management to ensure collections SLAs are achieved
*Dialler management, adapting to inbound/outbound contact rates
*Oversight of collections KPI’s and dashboards, ensuring performance is within appetite
*Drive new initiatives to improve arrears management processes including customer vulnerability and forbearance.
*Managing a team of 6 FTE to deliver good outcomes for those in financial difficulty
*QA and call monitoring of team
*Preparing performance packs and updating senior stakeholders within the business
*Debt sale contract management
Required skills:
*Experience of managing collections team in contact centre environment within Financial Services industry
*Experience of managing multiple DCA and debt purchaser relationships
*Strong knowledge of collections and arrears recoveries processes in relation to consumer credit, and Consumer Duty obligations
*Experience of managing customers in financial difficulty, including vulnerability and forbearance management
*Excellent leadership skills, working with multiple business stakeholders, influencing decisions, and driving projects forward
*Strong ability to identify KPI’s, and help create dashboards to improve performance
*Experience of presenting performance updates and strategies to the Senior Leadership team
*Understanding of complaints management, as well as the Financial Ombudsman Service
*Contract and debt sale tender process management
*Experience in incident management, and forming customer remediation strategies
*Strong communication skills with track record of motivating teams and driving increased productivity