Collections & Recoveries Strategy

  • Location


  • Discipline:

    Customer Contact

  • Job type:


  • Salary:


  • Consultant:

    Natasha Copitch

  • Email:


  • Job ref:


  • Published:

    23 days ago

Job Description:  

My client is looking for a Collections & Recoveries Strategy to drive the maximisation of customer contact rates to deliver financial commitments and improve collections effectiveness. 


  • Lead development of collections contact and operational strategies through champion/challenger testing and data driven decisions, particularly aligning contact strategies to deliver the impairment goals
  • Lead discussion in Credit Committee to seek approval of the contact, operational and recoveries strategies
  • Refresh data and analytics for operational collection strategies and recommend improvement opportunities
  • Ensure effectiveness monitoring of all contact and operational strategies across all portfolios and channels
  • Ensure all collection strategies comply with all regulatory requirement, polices, and align to industry best practice
  • Achieve business financial and non-financial objectives through thought leadership and effective delivery
  • Maintain a close working with relationship with Credit Risk to collaboratively develop effective strategies while ensuring efficient operational deployment of approved strategies
  • Lead strategy optimisation initiatives to reduce operating expenses while balancing business impairment objectives
  • Represent Collections within internal working groups, steering committees, and external industry bodies
  • Improve delinquent customer experience through enhancing the customer journey and by utilising customer feedback to customise contact strategy, channel preference and frequency
  • Complete analytics and trend analysis in order to execute profitable debt sales and deliver impairment goals

Skills and Experience

  • Previous collections operations experience
  • Strong background of strategy development across dialler, IVM, IVR, SMS, Email, and Web channels
  • Previous analytics experience, highly numerate
  • Understanding of impairment, flow rates, and key collections drivers
  • Ability to communicate and influence senior stakeholders through strong presentation, written, and verbal language skills
  • Knowledge of FCA and legal requirements related to consumer finance
  • Strong Excel and PowerPoint skills
  • Previous debt sale experience
  • Understanding of Collections processes for unsecured products
  • Previous experience in a Credit Risk or Collections Strategy function
  • Ability to build strong relationships with a broad variety of stakeholders