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Collections AdministratorRedhill 30K Salary Hybrid position – 37.5hr week
The Specialised Management Advisor will manage Debt Management accounts and Vulnerable Customers, ensuring effective debt collection and high organizational standards. They will ensure all procedures, company policies, compliance, targets, objectives, and quality standards are respected and monitored.
Duties:• Manage the Vulnerable Customer (VC) database and Deceased contracts according to guidelines and service levels.• Process and manage all VC and Deceased accounts in compliance with company procedures.• Ensure VC assistance does not increase lending risks or financial loss.• Handle vulnerable customers per FCA regulatory requirements, especially CONC principles 6 and 7.• Identify VC needs and understand their financial capabilities to avoid repossession.• Ensure DMP/VC arrangements are reasonable and do not increase customer debt.• Respect Treating Customer Fairly and forbearance guidelines under CONC7 and FCA.• Follow procedures for customer health and comply with MALG guidelines, updating the mental health log.• Recommend process improvements to the Specialised Management Coordinator.• Keep performance reporting up to date.• Run a monthly DMP project to identify customers needing assistance.• Deputise for the Specialised Management Coordinator and cover for the Collections Administrator as needed.
Qualifications and Skills:GCSE Maths & English or strong numeracy and analytical skillsknowledge of Motor Finance Business Objects, Access, and Excel
Personal Experience:Experience in the motor finance industry and collectionsKnowledge of the Consumer Credit Act, Principle 6, and CONC7 is advantageous, but not required
Personal Characteristics:Strong people skills; able to handle difficult conversations and complex situationsFlexible with strong interpersonal skillsDiplomatic, assertive, and able to manage confrontationGood time management and prioritization skillsConfident and quick to respond to varying demands, finding effective solutions to queries and disputes
Benefits:26 days annual leave, increasing every 5 years to a max of 30 days per annum, plus BH Annual bonus entitlementLong service awardsEmployee of the Month awardsSpot awardsOccupational Pension Scheme Life Assurance & Income ProtectionPrivate Medical Insurance with Digital GP service*Employee car ownership schemeFamily friendly HR policiesAnnual professional membership fees paidEmployee Assistance ProgrammeReward Gateway (shopping discounts)Eye test and spectacle vouchers
