Collections & Recovery Coordinator - Bracknell, United Kingdom - Parkside

Description

• Pre-Arrears Agreement Handling, speaking with customers who potentially cannot afford future repayments.
• Early arrears Agreement Handling, helping customers who have just entered into arrears and trying to negotiate repayment plans to get the agreement back up to date.
• Identifying customers who are Vulnerable and following the finance team's Vulnerable Customer Policy when speaking with them.
• Treating customers fairly with forbearance options and due consideration throughout the whole collections process.
• Vehicle Repossessions, dealing with both the third-party agents who are actively trying to recover the asset and also customers who may subsequently contact the finance team following contact by the third party or during the process of the actual repossession.
• Handling of Deceased Agreements. Showing compassion when speaking with all parties involved in this process including the next of kin or family members and executors of the estate and solicitors.
• Identifying & referring any agreements that may potentially involve Fraud and tracing of Customers who have been reported as Gone Away.
• Referring agreements for potential Pre-Litigation Action.
• Shortfall liability, discussing outstanding liabilities with customers following the end of the contract on the agreements, and providing forbearance options.

• Action Consumer Credit Act (CCA 1974) correspondence in line with processes and company requirements.
• Assist Management in the production and maintenance of FCA complaints and TCF work policies and procedures, with a focus on financial difficulties and vulnerability.
• Understand and apply FCA CONC rules when dealing with each customer agreement.

• Assist in any projects, system upgrades, etc. when required.
• Proactively seek to improve processes and procedures within the department.
• Working with other associates in HFS teams to find the best solution for the customer.
• Assist in External Partner Agreements where appropriate.
• Complaint handling; speaking with the customer and taking details of their complaints and then referring to the Team Leader/Manager and preparing any initial draft correspondence.

• Knowledge of using a range of office software, including email, spreadsheets, and databases.
• Experience in preparing and analyzing reporting data for management accurately and to timescales.
• Have strong analytical and problem-solving skills, able to make sound business decisions, and use good judgement.
• Able to demonstrate successful communication (verbal and written) with internal and external customers at all levels via telephone and email.
• Comfortable negotiating, discussing sensitive financial issues, and finding solutions keeping both the business and the customer in mind.
• Solicits feedback and ongoing communication with various departments and external partners to improve overall efficiencies and promote good customers.

• Experience in the Motor Finance sector or equivalent finance industry.
• Experience and understanding of FCA CONC rules with each customer agreement.