Arrears Team Leader

Job Title: Arrears Team Leader (Late Arrears)
Working Pattern: Monday to Friday, 36.25 hours per week
Salary: Up to £45,000 depending on experience and up to 20% annual bonus.
Location: Home Working – with occasional travel into one of our offices quarterly.

The Arrears Team Leader (Late Arrears) will be responsible for the supporting the Operations Director lead a team of Arrears Executives. The Late Arrears Team is responsible for communicating with customers in financial difficulty or late arrears (from arrears cycle 3-4) and authorised third parties via voice, responding to inbound telephony calls from customers within internal service level agreement timescales. The Arrears Team Leader (Late Arrears) will also be responsible for the successful completion of outbound arrears related telephony activity (including supporting the use of the automated dialler for accounts in our collections strategy). Our aim is to provide exceptional service to our lending customers ensuring that we provide the support they require during their period of financial difficulty/ arrears whilst ensuring that appropriate exit strategies are implemented.

As an Arrears Team Leader (Late Arrears) your responsibilities will include:

• Lead and motivate the Late Arrears Team with responsibility for ensuring that your team professionally respond to all inbound financial difficulty / arrears related telephone calls, supporting customers in financial difficulty / arrears
• Successfully coordinate the completion of outbound arrears related activity (including supporting the use of the automated dialler for accounts in our collections strategy) each day
• Ensure that internal service level agreements are exceeded whilst supporting our customers in financial difficulty / arrears (including monitoring live telephony performance)
• Ensuring the Arrears Executives are trained to robustly explore and document the reason for a customer\’s financial difficulty including providing relevant forbearance options for the customer. The Arrears Executives should also demonstrate knowledge of the consequences of non-