As a Debt Recovery Specialist, your primary responsibility is to maximise recoveries on defaulted debts through proactive telephone collections, tracing activities, and providing litigation support when necessary.
Key Responsibilities:
-
Collections Management:
- Execute inbound and outbound collections via phone and email in alignment with the established collection strategy.
-
Customer Negotiations:
- Advise and negotiate with customers to develop appropriate and sustainable repayment plans.
-
Financial Assessments:
- Conduct accurate income and expenditure assessments to ensure repayment affordability.
-
Account Management:
- Maintain thorough account management by updating customer details and meticulously recording all interactions.
-
Customer Care:
- Identify and address customer vulnerabilities, adjusting strategies to achieve positive outcomes.
-
Vehicle Recovery Coordination:
- Collaborate with Vehicle Management to prioritise the recovery of vehicles associated with defaulted debts.
-
Insurance Recovery:
- Maximise insurance recoveries for written-off vehicles.
-
Stakeholder Relations:
- Build and sustain relationships with key stakeholders, including auction houses, recovery agents, solicitors, insurance firms, garages, and constabularies.
Operating Hours:
-
Weekly Hours: 35 hours per week with some flexibility.
-
Work Schedule: Typically, work 5 days per week, including weekends as agreed with the line manager.
-
Business Hours:
Required Knowledge and Experience:
-
Business Experience:
-
Essential: Experience in telephony collections, ideally with both secured and unsecured products.
-
Knowledge: Familiarity with Treating Customers Fairly (TCF) principles.
-
Values and Behaviors:
-
Mindset: A positive attitude with a focus on continuous improvement.
-
Communication: Open, transparent, and adaptable communication style.
-
Detail-Oriented: Strong attention to detail.
This position requires a dedicated individual with excellent negotiation skills, a thorough understanding of debt recovery processes, and a commitment to customer fairness and support