Post Terminations Specialist; Insolvency) FTC

Overall purpose of the role:

The purpose of the Collections & Recoveries Team at Hodge MF is to help customers in financial difficulty. This needs to be undertaken in an empathetic manner balancing regulatory expectations, improving customer outcomes and maintaining commercial performance. The team do this by constant vigilance and continuous process improvements aided by skilled staff, technology, data and support from specialist 3rd party firms.

The work undertaken by the team can be classed into 4 areas:

• Collections management:
  Communicate with customers via telephony, SMS, emails, letters identifying the cause of arrears and supporting the resolution in an efficient manner
• Provision of forbearance solutions which will minimise adverse impact to the customers including those who may be in a vulnerable situation (financial or non-financial)
• Efficient management of Post Termination activity – including vehicle recovery and disposal – so that the impact to the customer and business is minimised.
• Management of all 3rd party supplier relationships including operational & commercial performance

This activity is undertaken in active partnership with Compliance; & supported by a team continually focussed on customer outcomes, delivering superior customer service while operating an efficient and effective function

Key Responsibilities and Accountabilities

Post Termination Activity Management:

• Manage Post Termination Activity which includes reviewing customer accounts.
• Ensure all Post Termination activity is managed in compliance with industry and regulatory standards, adhering to the company’s bad debt recovery strategy.
• Work towards key performance indicators (KPIs) for Recoveries activities, ensuring alignment with department goals.
• Make recommendations that benefit both the customer and the business
• Advocate for and lead the adoption of digital tools and processes that improve operational efficiency and customer experience

Insolvency

• Review and respond to Insolvency Practitioners and third party suppliers, providing relevant and accurate information allowing a strong and clear performance on Insolvency Debt.
• Ensure suppliers meet agreed SLAs and adhere to company and regulatory compliance standards.
• Confident in communicating with customers, regulators, and external agencies, ensuring transparency and fair customer outcomes.
• Able to present and explain technical, legal, and compliance information in an accessible and non-technical manner.
• Collaborate with internal teams (Legal, Compliance, Collections) to identify and address emerging issues, ensuring positive customer outcomes.

Compliance and regulation

• Develop and maintain a full understanding of the Company’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements.
• Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Hodge MF.

Person specification

Experience & Industry Knowledge

• Experienced in post-termination collections, recoveries, or litigation within the UK consumer lending environment, ideally in the automotive or finance industry.
• In-depth knowledge of the regulatory and compliance requirements in a Financial Conduct Authority (FCA) regulated environment, with a focus on collections, litigation, and post-termination recoveries.
• Strong analytical and problem-solving skills, able to identify risks, develop strategies to mitigate them, and implement improvements in operational processes.
• Comfortable identifying, raising, and addressing issues, particularly when driving good customer outcomes in recoveries,…