Collections Team Leader

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Collections and Payment Support Team Leader

Specialist Mortgages

HYBRID

Up to £62,500

In this role, you will manage the Specialist Mortgages collections team, ensuring telephone calls, customer contact and all associated processes are conducted in accordance with internal procedures whilst maintaining a complex pipeline of cases, liaising with internal departments, including Credit and Business Support on referral cases.

Responsibilities:

• Allocating and overseeing the accurate completion of daily work tasks within the collections team including arrears calls, BACS reports and inbox management
• Ensuring team members deliver in line with process requirements, contact strategy and SLA.
• Undertaking and leading the Payment Support Team, including all aspects of people management including monthly 1:1s
• Serving as a subject matter expert within the team and wider department for complex and/or problematic cases
• Attend regular credit stewardship forums and other appropriate meetings (both internal and external) to represent the department in delivering updates, insights and performance.
• Create and develop appropriate monthly KRI metrics and producing detailed and insightful MI reports concerning month end position, team performance and other key metrics.
• Developing, maintaining and reporting on QA metrics and data to demonstrate team performance to deliver SYSC requirements, including telephone call monitoring and TCF outcomes.
• Collaborating with the Group’s internal Business Support Team, identifying continuous improvement opportunities and ensuring a smooth transition of cases for escalated cases.
• Overseeing the effective administrative support delivered by the team to the Business Support Team for recovery cases, ensuring high standards and SLAs are achieved.
• Maintaining a comprehensive knowledge of regulatory and industry developments and requirements and translating any developments and/or changes into the delivery and implementation of practical and well considered operational processes, training and procedures.
• Actively striving towards obtaining and maintaining a mandate to authorise early forbearance on customer accounts, escalating where necessary.

Qualifications/Experience

• Demonstratable experience operating in a senior capacity within a mortgages collections-based role, or similar, within Financial Services.
• Demonstratable knowledge and practical experience dealing with litigation cases.
• Knowledge of credit risk, problem debt management and recoveries in the mortgages industry would be beneficial.
• Understanding of regulatory and legal framework pertaining to problem debt management and recoveries would also be beneficial.

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