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Financial Support Professional
2 months ago
About the Role
We are seeking a highly skilled and experienced Senior Collections Executive to join our team at IQ Talent Solutions. As a Senior Collections Executive, you will play a critical role in managing and resolving customer arrears, ensuring timely and effective communication with customers, and maintaining accurate records.
Key Responsibilities
- Respond to customer enquiries in a timely and professional manner, ensuring that all interactions are in accordance with our Financial Support Policies and Procedures.
- Utilize effective questioning and listening skills to discuss customer arrears, identifying root causes and future barriers, and ensuring that dialogue is in keeping with our treating customers fairly principles.
- Handle customer journeys end-to-end, ensuring that all interactions are documented and recorded accurately.
- Identify improvements in processes and make recommendations to enhance efficiency throughout the arrears process.
- Deputise for the Team Manager, leading the team and making decisions as required.
- Act as a team coach, taking responsibility for the development of team members.
- Monitor and distribute workloads, ensuring that urgent tasks are prioritized and departmental SLAs are achieved.
- Escalate areas where Financial Support policies and procedures are not up to date or not reflective of current practices.
- Reconcile new arrears cases, ensuring accuracy and updating spreadsheets by the 3rd working day of the month.
- Process monthly arrears cases effectively and in line with our Group Arrears Management and Forbearance policy.
- Interact with our outsourced back office operational team, providing advice and support, and quality checking work before release of correspondence.
- Identify accounts for litigation, prepare pre-litigation checklists, and refer for sign-off.
- Oversee the preparation and issue of Formal Demands, Pre-Enforcement Security Reviews, and Law of Property Act Receiver Instructions, and escalate as necessary.
- Liaise and build relationships with external service providers.
- Amend mortgage accounts as necessary, ensuring accurate entry onto the relevant mortgage service system.
- Ensure system notes are up to date, reflecting recent interactions with borrowers and correspondence/dialogue undertaken.
- Raise charges, debit accounts, and write to borrowers as required.
- Ensure compliance with all statutory and regulatory requirements for mortgage arrears, with particular emphasis on achieving fair customer outcomes.
- Ensure departmental SLAs are maintained, and any issues or concerns are referred on a timely basis.
- Issue quarterly arrears statements in line with regulatory timescales.
- Ensure that you fully understand and comply with our Risk Management Policies and Data Governance Policies, and demonstrate this in your day-to-day work.
Requirements
- Previous experience working within a Financial Support environment is essential.
- Previous experience of undertaking complex and litigation arrears activities is essential.
- Previous experience of MI collation and output production is desirable.
- Previous experience of coaching and mentoring is desirable.
- Detailed knowledge of the technical aspects of arrears management is essential.
- Good working knowledge of litigation processes is essential.
- Good working knowledge of Microsoft Word, PowerPoint, and Excel is essential.
What We Offer
- Up to £32,000
- Up to 15% annual bonus
- Hybrid working
- 28 days annual leave plus bank holidays
- Contributory pension (8% employer, 5% employee)
- Life Assurance (4x salary) plus Group Income Protection
- Access to Private Medical Insurance and Medical Cash Plan
- Additional benefits such as Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase/sell schemes, Employee Perk Portals, Payroll giving, and Save as you Earn scheme
