Collections Specialist

Watford, Hertfordshire
Enra Specialist Finance

The overall responsibility of the role is to assist the Servicing Department with all aspects of managing the servicing portfolio across all product lines.

Responsible for daily interaction with customers, information gathering, identifying, and negotiating suitable payment plans, or alternative forbearance options to ensure we deliver successful solutions to customers.

Key Accountabilities

• Speaking to our customers over the phone who are having payment difficulties to help them get back on track with their payments. E.g. arrangement, capitalisation, loan forbearance, payments holidays etc
• Resilient by nature, you will show sensitivity and courage to help find the best solutions for our customers to help get them back on track
• Dealing with general administrative work within the team
• Liaising with external parties, i.e. valuers, solicitors, brokers
• Finding solutions with customer on all cases reaching term end
• Ensuring the Servicing platform is updated with accurate information
• Adhering to all guidelines when dealing with customers
• Plan and prioritise allocated workloads against the agreed standard
• Take Ownership for investigating and responding to internal and external requires accurately and efficiently
• Consider risk when completing daily activities
• This list is not exhaustive, and the duties are liable to change from time to time in line with the needs of the department.

Skills & Competencies

• Good telephone skills
• Ability to work as part of a team and on own initiative
• Attention to detail
• Strong negotiation skills
• Self-motivated
• Proactive
• Logical and organised

Knowledge & Qualification

• Preferably educated to Degree level
• Previous Customer Service/Arrears Management is preferable (but not essential) within a Financial Services organisation

Values

How these will be demonstrated in the role

Teamwork

Demonstrating: ability to work in a team and being committed to achieving a common goal; ability to work not only within one’s own department but across functions and the organisation in order to achieve goals; ability to persuade and influence others.

Accountability

Demonstrating: a desire and drive for success; a determination to not only meet but exceed customer expectations and goals. Assuming full responsibility for the consequences of one’s behaviour or decisions. Completing work on time and within budget. Producing high quality work, with an attention to detail and accuracy, and in a compliant manner. Understanding one’s responsibilities, taking ownership of them and doing what is necessary to make them happen.

Customer focus

Focusing on the needs of individual customers and ensuring that we build our business around the customer. Using our experience and market knowledge to capitalise on opportunities and challenges; demonstrating a ‘will to win’ in the market through effectively managing risk. Developing solutions that enhance the organisation’s products, services and processes for the benefit of individual customers.

Integrity

Demonstrating: moral judgement and character, honesty and leadership values; an understanding of right from wrong and puts into practice. Treating others, the way one would like to be treated, and demonstrates respect; confidentiality in the workplace.

Creativity/ Agility

Demonstrating: the ability to be creative, flexible, adaptable to change, highly responsive to business needs and acting decisively; ability and confidence to make timely decisions within the scope of responsibility. Able to modify one’s behaviour to achieve a goal, as well as being able to adapt and add value through change.