Purpose and Objective of the role.
Ability to prioritise work in a fast-paced environment to early arrears collections activities in line with Company policy. Outstanding attention to detail and communication skills are paramount. You will also investigate asset risk by reviewing vehicle tracker information and following up on any concerns.

MI/Reporting to be produced once a week and sent on excel.
Consistently Reducing Arrears under 30 days.
Proactive with troubled accounts.
Taking ownership of Direct Debits.
Learn Tracker Reporting.

Expectations
As a member of the Collections Team, the incumbent is expected to support the decision-making and operation of the wider business, and to act as a role model and to others, leading the Company’s Values and making a positive contribution to the Company’s culture through:

Integrity - We always do what is right and take accountability for our actions.
Empathy - We listen to different perspectives and celebrate the spirit of the individual.
Commitment - We are fiercely passionate about offering our clients unrivalled service, every time.
Collaboration - We move forward together with purpose, determination and clear communication.
Entrepreneurship - We are empowered to develop opportunities & achieve our professional ambitions.

Primary Duties and Responsibilities

Principal Activities

- Making outbound and taking inbound collection calls in a professional manner while keeping and improving customer relations along with making clear extensive notes on the sentinel system.
- Sending the correct notices to delinquent accounts in a timely manner.
- Resolve client-billing problems and accounts receivable delinquency, applying good customer service in a timely manner.
- Collect customer payments in accordance with payment due dates.
- Making sure all customers have an active direct debit – sending direct debit mandate forms, reinstating direct debits through finance, checking direct debit through go cardless, verifying direct debit through call validate.
- Updating direct debit spread sheets and applying fees.
- Identify issues attributing to troubled accounts and discuss them with management to come to a resolution.
- Produce weekly collections reports on excel (Summary of all agreements and sums in arrears) and one on the last working day of the month.
- Provide timely follow-up on payment arrangements.
- Making sure all vulnerable customers are logged on the Vulnerable customer form and folder.
- Mail correspondence to customers to encourage payment of delinquent accounts.
- Other duties include, gathering documentation for repossession, learning vehicle tracking systems, producing documentation (e.g.- Final Demands, Nosias etc)

UK: Senior Managers & Certification Regime – Conduct Rule
The role is captured by the ‘Individual Conduct Rules’, namely:

Tier 1 Conduct Rules

You must act with integrity
You must act with due care, skill and diligence
You must be open and cooperative with the FCA, the PRA and other regulators
You must pay due regard to the interests of customers and treat them fairly
You must observe proper standards of market conduct
You must act to deliver good outcomes to retail customers

Qualifications/Skills/Experience

Required

- Strong communication, problem solving, and analytical skills required.
- Must have knowledge of GDPR compliance when handling sensitive and confidential data.

Preferred

- Experience in a financial services environment is preferred but not required.
- Proficiency in Microsoft Office including Excel and Word.
- Must have 3 years of customer service experience.
- The ideal candidate for this position will have a minimum of 1 year consumer collections experience including interaction with a large customer base.

Leadership & Commercial Skills

- Creative, self-disciplined, and capable of identifying and completing critical tasks independently and with a sense of urgency.
- Must have attention to detail with an eye for accuracy.
- Ability to work independently and to adapt to a fast-changing environment.

Skills

Interpersonal

- Communicates effectively; written and verbal.
- Effective on the telephone
- Confident
- Ability to communicate effectively with colleagues and to explain technical subjects to non-technical audiences.
- Energy and enthusiasm
- Discreet and confidential approach
- Patient, friendly and helpful disposition

Project and Time Management

- Prioritises and manages time effectively.
- Planning & Organisation – able to use process in making plans and carry out tasks effectively.
- Work effectively on multiple projects with different project team members and under the direction of project leaders

Collections & Recoveries Executive

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SALARY

£25000 - £30000

LOCATION

Central London

CONTRACT TYPE

Graduate job (permanent)

JOB DESCRIPTION