Collections Manager

Kind Consultancy Is working with a Long Standing Financial Services Organisation based in South Wales. The business down to development are looking to take on a new Collection / Arrears Manager to have oversight post completion servicing team.

Role Purpose

* Oversees proactive and reactive, effective and efficient delivery of the Arrears function across the Business, ensuring appropriate conduct outcomes for each customer.

* Creates and Implements policies, procedures and directives that deliver on the business Arrears Strategy.

* Leads, develops and motivates Team Leaders, ensuring that they receive the necessary feedback and guidance to improve accuracy, productivity, quality and overall Customer experience.

* Works collaboratively with Team Leaders to challenge standards and processes to drive Customer Service excellence.

* Has overall accountability for the performance and output of the department

Key Accountabilities

* Support and develop the Business Arrears strategy, contact strategy and reporting on progress therein.

* Oversees proactive and reactive, effective and efficient day to day delivery of the Arrears function, ensuring appropriate conduct outcomes.

* Ensure all documentation and correspondence emanating from the department is accurate and of the highest standard and that the Company image is always projected as being helpful efficient and in line with expected conduct outcomes.

* Oversee laid down procedures for dealing with payment arrears ensuring they are adhered to, and in accordance with, regulatory requirements and industry best practice.

* Oversee possession procedures where necessary, liaising with Solicitors, Receivers, Agents etc. over proceedings and obtaining physical possession.

* Oversee the marketing and sale of properties in possession ensuring the interests of the business are maintained.

* Oversee processes to identify and engage with vulnerable customers in accordance with the business Vulnerable Customer policy and wide regulator expectations.

* Oversea effective monitoring of specific groups of borrowers and ensuring trends are reported appropriately.

* Produce and maintain the business Interest Only contact strategy policy and procedures.

* Produce information and insight via an Arrears dashboard on the performance of the Business Loan book including the identification of trends, insight into performance, forecasting and action plans.

* Liaise with Finance colleagues providing sufficient insight and data to support the Business provision for bad debt.

* Produce statistical, management and statutory information required from the department accurately and on time including preparation of monthly and quarterly reports and returns to the PRA/FCA and such other returns as may from time to time be necessary

* Preparation of monthly detailed Board reports on Arrears performance.

* Act as an authorised signatory in respect of financial, account and customer activity in accordance with the Business prescribed mandates and authorisation limits