Collections Administrator

1 month ago

Carlisle, United Kingdom Cumberland Building Society Full time

Borderway Finance is the largest motor vehicle finance company based in Cumbria, specialising in helping people buy new and used cars, motorbikes, and light commercial vehicles. Borderway Finance is part of the Cumberland Building Society, a Mutual organisation, committed to improving the lives of our colleagues, customers, and community. Our values are incredibly important to us.

**About the Role**

Borderway Finance are looking for a Collections Administrator to join their team, to carry out collection of arrears and perform administrative duties to ensure an efficient and effective service.
- To monitor customer payment records and control collection of outstanding debt using the most appropriate contact method, whilst complying with all relevant regulation and taking account of individual customer circumstances. (e.g. financial difficulties and vulnerabilities)
- Make and review arrears repayment plans in line with regulation.
- Where applicable signpost customers to relevant not-for-profit organisations for support and advice.
- Where agreed, liaise with 3rd parties for the purpose of re-engagement with customers, collection of outstanding debt, or litigation on behalf of Borderway Finance Limited.
- To provide up to date reporting for the purpose of managing arrears and bad debt.
- To receive and administer payments on behalf of Borderway Finance Limited.
- To prepare and issue regulatory notices as required.
- To maintain regulatory knowledge to ensure compliance.
- To meet, exceed and continuously improve standards and quality of customer service, both internally and externally through attitude and actions.
- To act at all times to deliver good customer outcomes consistent with the Cumberland Group culture and values and the FCA’s Consumer Duty.
- To consistently work in a highly productive and efficient manner and to improve and challenge processes undertaken by you and your team, to ensure maximum efficiency.
- Raise any procedural or business risks or concerns, in line with company process and escalation routes.
- To maintain relationships with Borderway Finance and Cumberland Group customers.
- Support colleagues across the Cumberland Group to ensure all business aims and objectives are achieved.
- All work you carry out must be undertaken in accordance with the FCA or other regulators rules or guidance, voluntary codes and documented procedures.

**The Benefits**
- Salary up to £27,328, depending on skills and experience.
- Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days.
- Learning and Development opportunities - We want you to grow in your role. We’ll work together to support your personal and professional development.
- Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions, and Cycle to Work scheme.
- Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.

**About you**

To succeed, you will have:

- Understanding of compliance areas (Consumer Credit).
- A balanced and fair approach to dealing with customers in potential financial difficulty.
- Our core values are an important competency of the role - customer led, straight forward, responsible, forward thinking and better together.
- Strong desire to develop skills and knowledge.
- Achievement driven with focus to deliver.
- Microsoft Office skills.
- Good communicator internally and externally.
- Ability to work collaboratively internally & externally.

We’re here to create a banking experience that’s kinder to people and planet.

Unlike banks, we don’t have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities.

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