Job Description

Key Accountabilities

Speaking to our customers over the phone who are having payment difficulties to help them get back on track with their payments. E.g., arrangement, capitalisation, loan forbearance, payment holidays etc. Actively contacting customers via phone, post or emails who are in arrears to understand their circumstances, and having done so, agreeing a successful plan to clear the arrears within mandate(s). Ensure Treating Customer Fairly principles are always followed. Develop and implement processes to ensure that all options are considered when making decisions within mandates or referrals to senior management. Chasing of loans approaching their term end to understand customers' exit plans and planning ahead for any loans that go past their term end date. Ensure that all SLAs are adhered to and for performance to be monitored against these. Reviewing received invoices from third parties, ensuring all invoices are accurate, whilst resolving any errors and passing invoices for payment to relevant team. Adhering to appropriate mandate levels and referring to management any issues that may fall outside mandate. Dealing with all collection's loans via email and post to ensure satisfactory resolution. Dealing with all litigation loans via email and post to ensure satisfactory resolution. Liaising with third party solicitors, receivers, surveyors etc. in the administration of these loans. Dealing with complex litigation cases which cannot follow the standard litigation process. These include, but are not limited to: defended possession claims, allegations of fraud, title problems and lease forfeiture. Issuing of redemptions figures as per process and dealing with any redemptions queries that arise

Skills & Competencies

Good telephone skills Ability to work as part of a team and on own initiative Attention to detail Strong negotiation skills Self-motivated Proactive Logical and organised

Knowledge & Qualifications

Preferably educated to Degree level Previous Customer Service / Arrears Management / Litigation is preferable (but not essential) within a Financial Services organisation

Personal Attributes

Calm and self-assured Well organised Punctual * Able to work under pressure