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Collections Coordinator

4 months ago

Bracknell Berkshire, United Kingdom Parkside Full time

Our international client based in Bracknell, Berkshire requires a Collections and Recovery Coordinator to join their team for a minimum period of 6 months
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.
* 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
* Assist Management in the production and maintenance of FCA complaints and TCF work policies and procedures, with a focus on financial difficulties and vulnerability.
* Assist in any projects, system upgrades, etc. 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.
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.
* 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.
* This role requires the flexibility to work a shift pattern between 9.00 pm Monday to Friday and there may be requirements for an occasional Saturday, with a day taken off in lieu during the week.
Hybrid working