Collections Team Leader

2 weeks ago

Wrexham, United Kingdom Chetwood Financial Limited Full time

**Role Title** Collections Team Leader
**Business** Function Operations
**Location** Wrexham

**Who we are & what we do**

Founded in 2016, Chetwood Financial is a digital bank using technology to make people better off. At Chetwood, we think differently. We act differently. Unlike traditional banking models, we’re not obsessed with customer ownership and cross-selling other products. We use our banking and technology experience to design and manufacture stand-alone financial products that meet the needs of those using them and by building unique and dynamic products, we make engaging with personal finances easier than ever before. We’re always on the lookout for exceptional talent to join the team who share a belief in making a positive difference - making financial services better for customers by challenging conventions.

**Role Purpose**

**Responsibilities**
- Acting as a brand ambassador for Chetwood’s product portfolio
- Manage a team of collection agents
- Be the escalation point within the team for complex queries and complaints
- Continue to improve customer satisfaction and improve quality and productivity
- Ensuring that the team are lead from the front, with support across all levels
- Act as a point of escalation to ensure the customer is satisfied with the solutions offered
- Interact with departmental contacts across the wider business to enable communication lines to be open and available
- Offer support with process improvements and additional ways of supporting the customer journey
- Using MI to ensure all resource within the team is utilised to maximise customer contact

**Skills and Experience**
- Recent, relevant exposure to leading and managing a team within a collections department and customer facing environment
- Able to support and develop team members to achieve company and personal goals
- Excellent communication skills (written and verbal), in order to effectively communicate with team members, other departmental contacts and customers
- Flexible and reactive, able to work within a fast paced, dynamic environment
- Sound understanding of financial services industry, collections experience is a must
- Strong attention to detail and experience working directly with customers account data as well as any sensitive data
- Experience handling customer complaints and complex customer cases, ideally over the phone or online
- Experience working in collections departments
- Contributing to new processes, and assessing effectiveness
- IT literate, including G Suite and Microsoft Excel

**Chetwood highlights**
- Here are just a few examples of what we’ve achieved so far and what’s coming soon
- Secured strategic investment from Elliott Advisors of £150mil of capital, underpinning the planned growth of the business over the next few years
- Secured a full banking licence from the PRA in 2018 - the only retail bank to do so that year
- Launched the LiveLend Reward Loan; the world’s first dynamic loan that responds to improvements in customers’ credit score
- Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new business in the since 2019
- Launched SmartSave; providing customers with a simple, online savings account at a great rate
- Achieved and maintained an ‘Excellent’ Trustpilot rating from both lending and savings customers
Chetwood Financial Ltd does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Financial and Terms & Conditions associated with the use of such CVs will be considered null and void.

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