Debt Recovery Specialist

2 days ago

Coventry, Coventry, United Kingdom Leasys Full time

Collections & Recovery Role Overview

The purpose of this Collections & Recovery role is to pursue overdue debt, resolve customer-related invoice queries, and agree payment plans in line with authority matrices. The Collections & Recovery Agent will handle customer cases requiring escalated actions, such as vehicle repossession or debt collection preparation.

Key Responsibilities

  • Run Age Debt Reports to maintain and constantly work on customer portfolios.
  • Manage volume outbound and inbound calls.
  • Monitor the Collections inbox and work emails in a timely manner.
  • Raise credits and ensure they are continuously worked on to avoid backlogs.
  • Deal with customer queries promptly and collaborate with other internal departments to resolve customer queries.
  • Maintain accurate and up-to-date customer details records.
  • Collect payments by phone, email, and letters, keeping records of customer files.
  • Log into the bank daily and allocate payments on accounts to ensure ledgers are accurate.
  • Ensure the Collections Team Leader and Head of Credit are aware of potential issues associated with risky customers.
  • Handle sensitive information confidentially.
  • Provide high levels of customer service, offering relevant information to help customers understand available options.
  • Undertake prescribed business processes, responsible for acquiring regular updates from third parties and updating contracts accordingly.
  • Prepare documentation to instruct external agents.
  • Prepare bad debt write-off files in line with approval matrices and action write-offs in the MILES system.
  • Undertake all collections activities in accordance with required regulations, Company policies, and guidelines laid down by Leasys.
  • Establish and manage third-party relationships with specialist agents, solicitors, and trace specialists if required.
  • Adhere to formal Leasys regulatory processes, policies, and procedures.
  • Treat customers with respect, adhering to the principles of Consumer Duty to achieve optimal customer outcomes.

Performance Measures

  • Regular 1-2-1 reviews with the Manager.
  • Continuous collections reviews on debt ledgers.
  • Reviews of targeted and risky customers.

Ability and Skills Profile

  • Excellent communication (including written) and negotiation skills when dealing with customers.
  • Ability to listen to customers to obtain clues leading to additional contact information.
  • Excellent negotiation skills and attention to detail, with strong organisational skills.
  • Confident in making decisions, taking ownership of individual arrears cases when required.
  • Demonstrate prioritisation skills to meet productivity targets.
  • Ability to operate, upon training, contract, collections, and workflow management systems, and associated office equipment.
  • Good problem-solving, communication, and organisational skills.
  • Constantly look to improve current Collections processes and business practices.
  • Balance empathy with assertiveness.
  • Tenacious and able to remain calm under pressure/during stressful conversations.
  • Possess a positive attitude and enthusiasm.
  • Maintain professionalism in all aspects of communication.
  • Self-driven and motivated.
  • Ability to interact within a team and thrive in a team environment.
  • Independent and able to work with minimal daily supervision.
  • Adaptive – able to adjust to a rapidly changing business environment.

Knowledge, Experience, and Qualifications

  • Education to A Level Standard or equivalent.
  • At least 3 years' experience as a credit controller.
  • Experience in the automotive or consumer finance industry advantageous.

IT Skills Profile

  • Proficient IT skills and competent user in Microsoft Office (Word, Excel).

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