Key Accountabilities

• Speaking to our customers over the phone who are having payment difficulties to help them get back on track with their payments. E.g., arrangement, capitalisation, loan forbearance, payment holidays etc.
• Actively contacting customers via phone, post or emails who are in arrears to understand their circumstances, and having done so, agreeing a successful plan to clear the arrears within mandate(s).
• Ensure Treating Customer Fairly principles are always followed.
• Develop and implement processes to ensure that all options are considered when making decisions within mandates or referrals to senior management.
• Chasing of loans approaching their term end to understand customers’ exit plans and planning ahead for any loans that go past their term end date.
• Ensure that all SLAs are adhered to and for performance to be monitored against these.
• Reviewing received invoices from third parties, ensuring all invoices are accurate, whilst resolving any errors and passing invoices for payment to relevant team.
• Adhering to appropriate mandate levels and referring to management any issues that may fall outside mandate.
• Dealing with all collection’s loans via email and post to ensure satisfactory resolution.
• Dealing with all litigation loans via email and post to ensure satisfactory resolution. Liaising with third party solicitors, receivers, surveyors etc. in the administration of these loans.
• Dealing with complex litigation cases which cannot follow the standard litigation process. These include, but are not limited to: defended possession claims, allegations of fraud, title problems and lease forfeiture.
• Issuing of redemptions figures as per process and dealing with any redemptions queries that arise

Skills & Competencies

• Good telephone skills
• Ability to work as part of a team and on own initiative
• Attention to detail
• Strong negotiation skills
• Self-motivated
• Proactive
• Logical and organised

Knowledge & Qualifications

• Preferably educated to Degree level
• Previous Customer Service / Arrears Management / Litigation is preferable (but not essential) within a Financial Services organisation

Personal Attributes

• Calm and self-assured
• Well organised
• Punctual
• Able to work under pressure