Title:
Collections Officer
Location:
Hyde Office, SK14
Hours:
35 hours per week (9am-5pm Monday to Friday)
General Purpose
- Manage and monitor arrears and/or assets.
- Utilize existing and new technologies/systems to enhance the effectiveness of collections.
- Maintain high professional standards.
- Responsible for administration and record-keeping.
Key Tasks and Responsibilities
- Provide administrative support to the Debt Recovery Team or as instructed by management.
- Contact customers via telephone, email, letter, and text to collect arrears, adhering to company standards and legal/regulatory requirements.
- Gather and verify client information from various sources, ensuring data accuracy, updating systems, and communicating outcomes to relevant parties.
- Maximize the collection of arrears accounts to reduce delinquency and return borrower accounts to a resolved or up-to-date status.
- Protect stakeholders' assets by following asset recovery procedures and engaging with external agents.
- Ensure adherence to Treating Customers Fairly (TCF) principles and prioritize customer outcomes in line with Consumer Duty guidelines.
- Provide excellent customer service and support, following the forbearance and vulnerable customer policy.
- Handle routine correspondence related to collection or recovery issues.
- Issue reminders, notices, and assist the Collections Manager with the issuance of summons to customers.
- Maintain computer-based systems for all activities, including creating, running, and reviewing reports to identify potential issues.
- Ensure compliance with company policies, including Data Protection and Health & Safety policies.