Collections Advisor

Collections Advisor Hays are delighted to be working with our global client, one of the world’s most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility.

Our client highly values each and every person; their passion, commitment, uniqueness and contribution to shaping the future success of their business. About the job:

As a Collections Advisor you will be responsible for optimising customer contact to provide support and guidance on forbearance options available to the customer in line with FCA regulations on Borrowers in Financial Difficulty, Tailored Support Guidance, Fair Treatment of Vulnerable Customers and other related FCA guidance. You will balance customer needs against customer outcomes and company brand values. Supporting management in change activities to enable process improvement and regulatory compliance.

Using business and product knowledge to provide options for customers to ensure best possible outcome for their situation. Gather information from the customers responses, document carefully and sensitively. Ensure ongoing monitoring of identified vulnerability cases to support the customer and minimise negative customer impact and business losses. Complete Income and Expenditure tool to gain full understanding of customer’s current, and future, financial commitments in order to identify appropriate next steps.

Obtain validation and demonstrate forbearance in line with FCA guidelines by agreeing realistic, affordable, and sustainable repayment plans, balancing customer needs with business requirements in line with the Assessing Affordability Work Instruction on all secured and unsecured agreements. Identify, qualify and reduce potential risks when managing and resolving agreement breaches which could result in the loss of the vehicle. Manage negotiation with both customers and authorized third parties Working closely with Financial Crime and Risk, accelerating cases for further action when the asset is ntain the service level agreement for all correspondence, both email and white mail, to be completed within 48 hours.

Liaising with internal/external departments to complete investigations into contractual issues. Proactively review customer accounts to identify and resolve any future problems before they arise. Highlight cases which have irregularities and provide feedback on potential high-risk cases. Inform underwriting & credit risk to ensure trends/areas of improvement are identified. Analyse and process HPI reports detailing Keeper Changes on active agreements. Make prompt contact with our customer to establish if vehicle is still in their possession, using the information available to assist in deciding if a default notice is necessary.

Responsibility for fully reviewing cases to ensure that default notices are issued after appropriate consideration of all factors such as payment plan outcomes, ASKMid checks, Keeper Enquiry, CRA review and in the case of possible breaches, receipt of relevant documentation to satisfy potential breach. Providing dedicated support to the families of deceased customer cases in line with FCA guidelines. The role holder is responsible for ensuring process & procedures adequately take into account our Consumer Duty responsibilities and that we have appropriate processes for identifying and ensuring good customer outcomes, including for customers with characteristics of vulnerability.

Skills & Experience Experience in a Collections related environment, or working within Customer Services industry, preferable in financial services (desirable). Strong administration & communication skills. The ability to be organised working within timescales and attention to detail is key. Knowledge of DPA, CCA, FCA, Consumer Duty, GDPR & Money Laundering

Experience of working with vulnerable customers (desirable). Analytical and objective approach to problem solving. Strong team ethic. How will we support…