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Debt Recovery Specialist

Scope of Role: Maximise recoveries on defaulted debts through telephone collections, tracing activities, and litigation support as needed.

Key Responsibilities:

1. Conduct inbound and outbound collections via phone and email according to the collection strategy.

2. Advise and negotiate with customers to create suitable, sustainable repayment plans.

3. Accurately complete income and expenditure assessments to ensure repayment affordability.

4. Maintain comprehensive account management, updating customer details and recording interactions.

5. Identify and address customer vulnerabilities, adjusting the approach for positive outcomes.

6. Collaborate with Vehicle Management to prioritize vehicle recovery for defaulted debts.

7. Maximise insurance recoveries for written-off vehicles.

8. Build and maintain relationships with stakeholders, including auction houses, recovery agents, solicitors, insurance firms, garages, and constabularies.

Operating Hours:

* 35 hours per week with some flexibility.

* Typically work 5 days per week, including weekends as agreed with the line manager.

* Business hours:

* Monday to Friday: 8am – 8pm

* Saturday & Sunday: 9am – 6pm

Required Knowledge and Experience:

Business Experience:

* Essential: Experience in telephony collections, preferably with both secured and unsecured products.

* Knowledge of Treating Customers Fairly (TCF) principles.

Values and Behaviours:

* Positive mindset with continuous improvement.

* Open, transparent, and adaptable communication style.

* Strong attention to detail