Financial Support Team Lead

3 days ago

Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time
About the Role

The Financial Support Team Lead will be responsible for leading a team of specially trained Financial Support Team Associates in all aspects of Collections and Recovery activities. This includes providing clear direction, inspiring, developing, and coaching the team to meet and exceed targets, as well as ensuring the management of assets in line with policy, procedure, SLA, and the Customer Journey strategy.

Key Responsibilities
  • Lead the team and manage operational risks within the department, efficiently and effectively to optimize business results.
  • Provide effective leadership, support, and motivation to the team, ensuring all staff are managed, trained, appraised, and developed, setting appropriate performance objectives and reviewing these objectives in line with the performance management process.
  • Report on key performance and operational issues, making recommendations for improvement.
  • Participate and support new boarding projects, ensuring that all aspects of Collections requirements are considered and plans are in place for seamless integration.
  • Undertake monthly sampling in line with T&C framework to ensure good customer outcomes in line with policies and procedures and the Customer Journey strategy.
  • Assist in the management of complaint resolution by taking escalated calls, coaching, and supporting the team to resolve complaints on the spot and ensuring that processes and timescales are adhered to where complaints are escalated to Customer Relations.
  • Making mandated decisions on referrals and next steps where cases are to be progressed to Litigation and Repossession or where Litigation and Repossession action is to be cancelled.
  • Liaise and maintain working relationships with 3rd party organizations such as Solicitors, Third Party Associates, and system providers.
What We Offer

We offer a competitive benefits package, including a discretionary annual bonus opportunity of up to 15%, 28 days annual leave plus bank holidays, contributory pension, life assurance, group income protection, access to private medical insurance and medical cash plan, maternity and adoption leave, paternity leave, and additional benefits such as hybrid working, cycle purchase scheme, technology purchase scheme, season ticket loan, holiday purchase/sell schemes, employee perk portals, payroll giving, and save as you earn scheme.

Requirements

We are looking for talented individuals with previous work experience in end-to-end Collections, previous line management in a Collections environment, strong knowledge of professional negligence and shortfall management processes, and robust knowledge of the technical aspect of arrears-based litigation.

What to Do Next

If this sounds like you, please apply now. For internal applications, please visit the internal careers page to apply. Alternatively, if you wish to have an informal and confidential chat, please get in touch. Contact details can be found on our careers page.

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