Collections Team Lead
Our client is changing the consumer credit landscape in the UK. To date, we have helped thousands of students to access University by removing the financial barriers to entry - and we want to help a lot more.
Our team has expanded rapidly, we are now looking for a second Team Lead to work with our existing team of Collections and Servicing Agents to ensure we meet our SLAs and KPIs for collections, and continue to provide best in class customer service as we engage with our borrowers.
As Team Lead, you will work with the Agents who rehabilitate delinquent customer accounts through the use of collections techniques and resources.
Along with our current Team Lead, you will be responsible for ensuring that the team’s SLAs and performance targets are achieved, coaching and advising as necessary.
You will use your expert knowledge of collections processes and related systems to assist in identifying, assessing and resolving issues and problems as they arise.
Working with the Head of Collections, you will be a go-to person in the company for any queries on Collections. There are no pure management roles with Client, and we expect everyone to adopt a hand on, act like an owner’ approach - so you will be engaging with customers directly and handling queries over the phone and by email.
This position will report to the Head of Collections.
Coaching and mentoring team members on Collections best practices
Maximising the recovery of amounts in accordance with contractual terms whilst providing an elevated level of customer service to both internal and external clients
Accountability for reducing the delinquency rate within the servicing team
Day to day oversight and distribution of workload to the team, and ensuring that daily and weekly targets around cash, call queues, and reviews are met and exceeded
Work closely with Servicing Manager and the Director of Operations, regarding cash collections status, roll rates and customer issues
Liaise with Legal team in relation to bad debts
Measuring, monitoring and reporting on established KPI’s ensuring that they are met on an ongoing basis
Setup of Direct Debit on internal and third-party systems as required
Deal with inbound and outbound customer queries related to payments and disbursements
Manage the induction and training of new team members ensuring that the highest levels of training are delivered and measured.
Your Skills and Experience
Extensive collections experience, with at least three in a team lead role
A proven record of delivering exceptional customer service
Strong record of developing and implementing new and existing policies and procedures
Commitment to excellent customer service
Excellent written and verbal communication abilities
Ability to work independently in a fast-paced and high-volume environment
Strong coaching, mentoring and team development skills
Excellent Excel & analytical skills
Your Nice to Have Skills
Familiarity with FCA or CBI compliance frameworks
A degree in any discipline is preferred, but not required
QFAs and APAs are an advantage