Collections Team Leader

Recruiter
Aldena Associates Ltd
Location
Slough
Salary
£30000 - £35000/annum
Posted
20 May 2017
Closes
19 Jun 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
PURPOSE SUMMARY:

To reduce potential exposure by ensuring adherence to proper collection procedures; ensure that all Repossession Agents peacefully recover vehicles.

PRINCIPAL ACCOUNTABILITIES:

• Ensure acceptable levels of delinquencies and minimizes debt write-off by directing Collections Team Members granting payment extensions or plans.
• Work effectively as part of the supervisory team.
• Meet Collections and Repossessions telephone statistic goals.
• Participate in testing and implementation of any predicative risk models (e.g. propensity to pay models).
• Ensure Collections Team Members are proactively managing their work queues, ensuring time bound items are actioned in accordance with agreed service standards.
• Act as escalation point for Collections and Repossessions issues that cannot be actioned by the Team Members. Resolve customer complaints which cannot be handled through normal Team Member means.
• Provide required input and subject matter expertise while working with IT resource and IT vendors to develop the Contact Management system requirements and the user acceptance testing strategy.
• Work with the IT vendor to develop business rules that underpin the Contract Management System work queues.
• Work with the IT vendor, Collections Manager, Credit & Risk Director and HR Department to develop appropriate training material for Team Members; ensure Team Members are sufficiently trained in the use of the Contract Management System and supporting business processes.
• Provide relevant information to the Collections Manager enabling the Collections Manager to work with the Management Information System Coordinator to develop department specific management information reports (content, format, frequency, distribution, timeframes).
• Ensure the Collections and Repossession Teams adhere to formal and regulatory processes and policies.
• Support the business as a whole to deliver growth and other targets whilst adhering at all times to the overall compliance policy framework communicated within the business.
• Conduct periodic reviews of Team Member and department service level adherence/intentions and performance, as part of performance management system.
• Provide relevant information to the Collections Manager to enable (Collections Manager) development of resource plans, forecasts and budgets.
• Conduct regular briefings to ensure pertinent information is delivered to the team in a timely and appropriate manner.
• Identify Team Member training needs, providing coaching whenever necessary to develop Team Members in the skills/techniques of debt collection and call handling, in order to deliver optimum business results.
• Minimise potential complaints by providing “appropriate levels” of customer care at all times, taking ownership of queries and disputes by following correct actions and ensuring a positive collections outcomes.
• Ensure the Collections Manager is aware of potential issues with third parties that are in possession of the vehicle.
• Identify and implement (tactical and operational) continuous improvement opportunities to improve productivity in delinquent collection processing.
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes and work cooperatively.
• Manage Team Member attendance and any disciplinary actions as per FCA policy.
• Any other reasonable management request.

REPORTING:

Reports to: Collections Manager

Number of Reports: Late Collections - 3

KNOWLEDGE, EXPERIENCE, QUALIFICATIONS:

• Degree or equivalent
• Previous collections and/or recoveries experience in a call centre environment essential
• Analytical and objective thinker
• Capable of developing coherent and actionable plans in order to implement key Collections goals and objectives
• Thoroughly understands the Collections and Repossessions practices and procedures
• Confident in making commercial decisions
• Able to communicate clearly and accurately in the written and spoken medium from staff to director level
• Excellent negotiation/objection handling, problem solving and organizational skills
• Understands how to read management information reporting (e.g., trends, “what is behind the numbers”, etc.)
• Understands work flow and work queue management
• Excels at “managing” difficult third parties that are in possession of vehicles

PERSON SPECIFICATION:

• Excel; Intermediary to advance level
• Word: Intermediary level
• PowerPoint: Intermediary level
• Automated Collections systems
• Workflow management systems
• Outbound dialling systems
• Systems requirements gathering and user acceptance testing preferred

Competency/Behavioural Profile:
• Motivate and lead by example
• Adopts a positive can-do attitude
• Put team and organizations goals above individual goals
• Welcomes, participates in and adapts to change
• Assertive
• Able to foster a team based environment
• Able to interact with the Collections Manager and Team Members, accept feedback and change behaviour based on feedback
• Proactive (management of work queues, aged debt, performance targets)
• Confidence in operational and commercial decision making
• Able to manage and improve Team Member and department performance in a pressurised environment