Collections Advisor

Hours: 35 hours per week (9am-5pm Monday to Friday)

• 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.

• 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.