Collections & Recovery Coordinator

Our international client based in Bracknell, Berkshire requires a Collections and Recovery Coordinator to join their team for a minimum period of 6 months

Main Responsibilities:

General Communications

• Pre-Arrears Agreement Handling, speaking with customers who potentially cannot afford future repayments.�


• Early arrears Agreement Handling, helping customers who have just entered into arrears and trying to negotiate repayment plans to get the agreement back up to date.�


• Identifying customers who are Vulnerable and following the finance team's�Vulnerable Customer Policy when speaking with them.


• Treating customers fairly with forbearance options and due consideration throughout the whole collections process.


• Vehicle Repossessions, dealing with both the third-party agents who are actively trying to recover the asset and also customers who may subsequently contact the finance team�following contact by the third party or during the process of the actual repossession.�


• Handling of Deceased Agreements. Showing compassion when speaking with all parties involved in this process including the next of kin or family members and executors of the estate and solicitors.�


• Identifying & referring any agreements that may potentially involve Fraud and tracing of Customers who have been reported as Gone Away. �


• Referring agreements for potential Pre-Litigation Action.


• Shortfall liability, discussing outstanding liabilities with customers following the end of the contract on the agreements, and providing forbearance options.

Regulatory Administration

• Action Consumer Credit Act (CCA 1974) correspondence in line with processes and company requirements.


• Assist Management in the production and maintenance of FCA complaints and TCF work policies and procedures, with a focus on financial difficulties and vulnerability.�


• Understand and apply FCA CONC rules when dealing with each customer agreement.

Other Duties ����

• Assist in any projects, system upgrades, etc. when required.


• Proactively seek to improve processes and procedures within the department.


• Working with other associates in HFS teams to find the best solution for the customer.


• Assist in External Partner Agreements where appropriate.


• Complaint handling; speaking with the customer and taking details of their complaints and then referring to the Team Leader/Manager and preparing any initial draft correspondence.

Qualifications, skills, and experience:�

Required

• Knowledge of using a range of office software, including email, spreadsheets, and databases.


• Experience in preparing and analyzing reporting data for management accurately and to timescales.


• Have strong analytical and problem-solving skills, able to make sound business decisions, and use good judgement.�


• Able to demonstrate successful communication (verbal and written) with internal and external customers at all levels via telephone and email.


• Comfortable negotiating, discussing sensitive financial issues, and finding solutions keeping both the business and the customer in mind.


• Solicits feedback and ongoing communication with various departments and external partners to improve overall efficiencies and promote good customers.�

Desirable

• Experience in the Motor Finance sector or equivalent finance industry.�


• Experience and understanding of FCA CONC rules with each customer agreement.

Interested? Please Apply

Hybrid working