Collections Advisor

Our client is a leading specialist mortgage lender who provide award winning products. Due to expansion, they’re looking to recruit a Senior Collections Executive paying up to £32,00 and plus up to a 15% annual bonus. This is to be based from their office in Wolverhampton, where they have a hybrid working policy in place.

You will undertake all aspects of financial support activity utilising inbound and outbound technology. Confidently negotiating payment arrangements or alternative solutions for individual customer situations, to minimise bad debts.

What is expected of the Senior Collections Executive?

• Respond to all enquiries, whether received by telephone, in writing or in person, efficiently and in accordance with the Group’s Financial Support Policies and Procedures;
• Through effective questioning and listening skills, discuss with customers how and why their account is in arrears, identifying root causes and future barriers, always ensuring that dialogue is in keeping with the principals of the company’s treating customers fairly principles.
• Be able to effectively handle a customer journey end to end customer journey.
• Identify improvements in processes, making recommendations to your to improve efficiency throughout the arrears process.
• Deputise for Team Manager, leading team and appropriately when required.
• Act as team coach, taking responsibility for the development of team members.
• Responsible for monitoring and distributing workloads ensuring urgent tasks are prioritised across the operation and departmental SLAs are achieved.
• Escalate areas where the Financial Support policies and procedures are not up to date and/or not reflective of current practices, ensuring that approved policies are consistently adhered to and that all decisions made are within mandated controls.
• Reconciliation of new arrears cases, ensuring accuracy and spreadsheet updated and completed by 3rd working day of the month;
• Process monthly arrears cases effectively and in line with the Group Arrears Management and Forbearance policy.
• Interact with the Group’s outsourced back office operational team providing advice/assistance and support quality checking work before the release of correspondence;
• Identify accounts to be considered for litigation, prepare pre litigation checklist and refer for sign off;
• Oversee preparation and issue of Formal Demands, Pre-Enforcement Security Review and Law of Property Act Receiver  Instructions and escalate where necessary;
• Liaise and build great working relationships with external service providers;
• Amend mortgage accounts as necessary ensuring accurate entry onto the relevant mortgage service system;
• Ensure system notes are up to date reflecting the role holder’s recent interaction with borrowers and correspondence/dialogue undertaken;
• Raise charges, debit accounts and write to borrower as appropriate and necessary;
• Ensure compliance with all statutory and regulatory requirements for mortgage arrears with particular emphasis on achieving fair customer outcomes;
• Ensure departmental SLAs are maintained and any issues/concerns are referred on a timely basis;
• Ensure issue of quarterly arrears statements in line with regulatory timescales
• Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you put customers at the heart of everything you do.
• Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you treat data as an important corporate asset which must be protected and managed.
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

What we look for in a Senior Collections Executive?

• Previous experience of previous experience working within a Financial Support environment is essential.
• Previous experience of undertaking complex and litigation arrears activities.
• Previous experience of MI collation and output production is desirable.
• Previous experience of coaching and mentoring is desirable.
• Detailed knowledge of the technical aspects of arrears management is essential.
• Good working knowledge of litigation processes is essential.
• Good working knowledge of Microsoft Word, Power Point & Excel is essential.

What the Senior Collections Executive will receive?

• Up to £32,000
• Up to 15% annual bonus
• Hybrid working
• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary) plus Group Income Protection
• Access to Private Medical Insurance and Medical Cash Plan
• Additional benefits such as Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and save as you earn scheme

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.