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Collections Manager

  • Location

    Manchester

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £35,000 - £40,000

  • Consultant:

    Natasha Copitch

  • Email:

    ncopitch@merje.com

  • Job ref:

    NC/15220

  • Published:

    7 days ago

My client is looking for a Collections Manager to manage a collection function, working closely with internal departments and 3rd party Debt Collection Agencies. The individual will also have a good understanding of the regulatory guidelines within the UK.

Responsibilities

  • Being responsible for the co-ordination and delivery of all Collections processes (both customer and retailer) within the UK business.
  • Providing direction and guidance to the third-party agencies to ensure all collections activities are completed in line with contractual and regulatory requirements.
  • Oversight of the UK Vulnerable Customer policy and responsible for ensuring it is being adhered to. 
  • Working closely with Customer Service, Finance and Collections (AUS) to manage all of the operational collections processes
  • Management of the daily payments file and reconciliation with 3rd party agencies
  • Management of the chargeback processes
  • Managing and handling customer complaints relating to collections
  • Providing reconciliation of accounts (including monthly invoices) with Finance and third-party agencies
  • Managing the collections process for retailers
  • Point of escalation for any Collection enquiries
  • Implementation and oversight of the quality of work carried out by 3rd party agencies – including ensuring they adhere to agreed scripting and messaging as well as review and follow up in relation to any complaints received by them.

Experience & Skills

  • Be a self-starter and be flexible
  • Have experience in Financial Services and collections preferably within a regulated environment
  • Have a good knowledge of the FCA handbook specifically relating to Debt Management
  • Highly developed communication and influencing skills with ability to build relationships across the organisation at all levels
  • Experience of working in a customer focused role
  • Attention to detail and accuracy