Regulated Collections Manager
Regulated Collections Manager
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GBP 35001 - 50000
1 Vacancy
Job Description
OVERALL SUMMARY
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you dont tick every box. We celebrate diversity promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join theClose Brothers Asset Finance (CBAF) team where you will assist ourcustomers within the regulated loan book who are in financial difficulty. You will provide appropriate support operating within designated authorities and identify tailored and effective collections and recovery strategies for our customers whilst maintaining compliance with relevant internal and external regulatory expectations
To be successful in the role youwill need to develop a deep understanding of CBAF businesses products and processes and will use expert knowledge and interpersonal skills to deliver good customer outcomes ensuring alignment to divisional objectives.
Youll have an inquisitive nature can demonstrate a track record of taking initiative posses excellent problemsolving and communications skills and have a customerfirst approach.
RESPONSIBILITIES
- Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies
- Confidentially and empathetically communicate with customers through channels including telephone post and email
- Understand customer circumstances through appropriate techniques including structured questioning and use of income and expenditure analysis
- Apply the CBAF Collections and Recoveries Standards and associated procedures to all customer dealings
- Identify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation process
- Maintain accurate and detailed records of all communications and case strategies
- Provide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisions
- Identify and respond to customer vulnerability ensuring an appropriate level of care seeking additional support where needed
- Escalate complex queries or situations that cannot be resolved at first instance
- Identify improvements to enhance customer and/or Bank outcomes
- Engage proactively and positively with collections colleagues across the wider CBAFL business imparting lessons learned and best practices
- Achieve individual and team KPIs
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required
WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:
- Exceptional communication and interpersonal skills with the ability to effectively interact with internal and external stakeholders
- Experience in delivering excellent customer service via previous customer facing roles with excellent and professional telephony skills
- Excellent analytical skills with the ability to assess customer circumstances and identify appropriate strategies applying judgement and decision making skills
- The ability to demonstrateemotional intelligence resilience and empathy
- Strong teamwork skills whilst maintaining individual workload
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:
- Experience of dealing with customers in financial difficulty
- Knowledge of collections and recoveries regulatory requirements and industry standards
- Proficiency in Alfa Financial Software
We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or longterm condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us please email us ator request a call back.
ABOUT US
At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending deposit taking and securities trading. We employ approximately 3000 people principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.
To find out more about Close Brothers please visit our careers page: find out more about life at Close Brothers:
find out more about our benefits:
find out more about our commitment to creating an inclusive environment:
Our Responsibility Diversity and inclusion Close Brothers Group
#LIJN1 #LICBAFL #LIHybrid
The Company
At Close Brothers Group we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.
We believe that everyone should think ahead have a financial plan and invest wisely. Our clients are professionals business owners individuals charities families and employers who rely on our clear financial advice and investment management services to preserve and grow their longterm savings and investments.
We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with facetoface services to enable strong longterm relationships with our clients.
Sustainability is fundamental to our purpose and we have a responsibility to help address the social economic and environmental challenges facing our business colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.
Our vision is to develop an open and inclusive company that ensures everyone is valued respected and included so that in years to come our business will represent a diverse and inclusive workforce from the top down.
We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities. As an early adopter of hybrid working we are open to discussing all types of flexible working options helping you to balance your work and home life.
The Benefits
Private medical
Discounted health checks
Stakeholder pension contribution
Gym discounts
Cycle to work scheme
Gym discounts
Purchase additional holiday
Documents
Required Experience:
Manager
Employment Type
Unclear
