General Purpose
To provide administrative support in a timely and professional manner and maintain accurate records.
Key Tasks and Responsibilities
- To provide administrative support for all areas of the Debt Recovery Team or as instructed by line management.
- To gather/verify client information from various sources and, as directed, to ensure client data is accurate and update systems with findings and communicate the outcome to all relevant persons.
- Maximise the collection of arrears accounts in accordance with company standards and within legal & regulatory requirements, reducing delinquency with the objective of returning borrower accounts to a resolved or up-to-date payment status.
- Ensure that in every case TCF is followed and that we always try to ensure the best outcome for the customer is delivered.
- Deal with routine correspondence with regard to any collection or recovery issue.
- Issue reminders, notices and support the Collections Manager with the issue of summons to customers.
- Maintain the computer-based information systems on all activities including building and running and reviewing reports to identify potential problem areas.
- To ensure compliance with all Company and Group policies with particular reference to Data Protection and Health & Safety policies.
- Maintain an up-to-date knowledge of any laws and regulations and official, relevant to the collection of debt process.
- Maintain awareness and comply with all anti-money laundering legislation, regulations, policies and procedures relevant to the Bank.
- Comply with all policies and procedures relevant to the role.
- The concept of team working means that a flexible approach to work areas is required by the role holder. The work areas identified above are not exhaustive and there may be requirement from time to time to carry out other duties.
- Analyse data on current loan book and identify trends to report to relevant committee structures.
- Compile reports on delinquent accounts and report missed payments to credit bureaus.
- Investigate and resolve complaints regarding incorrect debt collection attempts and other complaints associated with the recoveries process.
- Act with due care and forbearance.
Principle Accountabilities
- To provide day to day administrative support to the Debt Recovery Team.
Working Relationships
- To liaise with customers of Manx Collections group
- To liaise with the Collection team, line manager, Customer Services team, and other departments as and when required.
- To liaise with outside legal advisors, debt recovery agents and Bailiff Agents.
Knowledge, Experience and Skills
- Previous experience gained within a similar collections position or customer services background preferably within banking
- A minimum of 5 GCSEs (or equivalent) at Grade C or above, including Maths and English
- Actively listening to customers to ensure the best customer outcome is achieved.
- Prioritise multiple tasks to ensure the successful completion of each debt collection attempt
- Demonstrated skill in negotiating and resolving conflicts Strong IT skills
- Strong Analytical skills
- Strong negotiation, time management and prioritisation skills
- Proactive approach to work
- Excellent team player with strong communication skills both verbally and written