Collections

Collections Agent

Redhill

30K Salary

Hybrid position – 37.5hr week

The Specialised Management Advisor will manage Debt Management accounts and Vulnerable Customers, ensuring effective debt collection and high organizational standards. They will ensure all procedures, company policies, compliance, targets, objectives, and quality standards are respected and monitored.

Duties:

• Manage the Vulnerable Customer (VC) database and Deceased contracts according to guidelines and service levels.
• Process and manage all VC and Deceased accounts in compliance with company procedures.
• Ensure VC assistance does not increase lending risks or financial loss.
• Handle vulnerable customers per FCA regulatory requirements, especially CONC principles 6 and 7.
• Identify VC needs and understand their financial capabilities to avoid repossession.
• Ensure DMP/VC arrangements are reasonable and do not increase customer debt.
• Respect Treating Customer Fairly and forbearance guidelines under CONC7 and FCA.
• Follow procedures for customer health and comply with MALG guidelines, updating the mental health log.
• Recommend process improvements to the Specialised Management Coordinator.
• Keep performance reporting up to date.
• Run a monthly DMP project to identify customers needing assistance.
• Deputise for the Specialised Management Coordinator and cover for the Collections Administrator as needed.

Qualifications and Skills:

GCSE Maths & English or strong numeracy and analytical skills

knowledge of Motor Finance Business Objects, Access, and Excel

Personal Experience:

Experience in the motor finance industry and collections

Knowledge of the Consumer Credit Act, Principle 6, and CONC7 is advantageous, but not required

Personal Characteristics:

Strong people skills; able to handle difficult conversations and complex situations

Flexible with strong interpersonal skills

Diplomatic, assertive, and able to manage confrontation

Good time management and prioritization skills

Confident and quick to respond to varying demands, finding effective solutions to queries and disputes

Benefits:

26 days annual leave, increasing every 5 years to a max of 30 days per annum, plus BH

Annual bonus entitlement

Long service awards

Employee of the Month awards

Spot awards

Occupational Pension Scheme

Life Assurance & Income Protection

Private Medical Insurance with Digital GP service*

Employee car ownership scheme

Family friendly HR policies

Annual professional membership fees paid

Employee Assistance Programme

Reward Gateway (shopping discounts)

Eye test and spectacle vouchers