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Our client is offering a fantastic opportunity for an experienced Collections Manager to join their Capital Retail Finance business. The organisation partners with retailers nationwide to provide their customers with innovative credit solutions, using state-of-the-art technology that allow them to spread the cost of their purchases.
The successful candidate will be responsible for managing the end to end collections process. The Collections Manager would be working closely with the Head of Customer Service ensuring that the company delivers the best service to their customers. The role will include managing external debt collection agency and debt sale partners and building strong business relationships. The successful post holder will also be leading a team of collections agents, to ensure strong recoveries metrics are achieved. This role requires someone passionate about collections management.
This is a full time office based role.
Key Responsibilities:
- Management & oversight of Collections Strategies (letters/SMS/email/phone/live chat), External Debt Collection Agencies (DCA) 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 to deliver good outcomes for customers in financial difficulty
- QA and call monitoring of team
- Management & oversight of External Debt Collection Agencies (DCA) and Debt Sale partners
- Preparing performance packs and updating senior stakeholders within the business
- Debt sale contract management
Skills and Experience
- Experience of managing collections team in contact centre environment within Financial Services industry preferred
- Experience of managing multiple DCA and debt purchaser relationships
- Strong knowledge of collections and arrears recoveries processes in relation to consumer credit
- 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
- Experience of presenting performance updates and strategies to the Senior Leadership team
- Understanding of complaints management, as well as the Financial Ombudsman Service (FOS)
- Contract and debt sale tender process management
- Managing multiple customers touchpoints (e.g. letter, email, live chat)
- External Client Relationship Management
- Experience in incident management, and forming customer re-mediation strategies (where applicable)
- Strong communication skills with track record of motivating teams and driving increased productivity
- Planning and prioritisation, working to strict deadlines but being fluid to changing environment
If you do not hear from a consultant within 2 week of your application, then unfortunately on this occasion you have not been successful
