Senior Collections and Recovery Specialist

On behalf of our client, we are seeking a hardworking individual to liaise with customers (primarily via telephone and email) and manage the optimal resolution of arrears and collections. As a Senior Collections and Recovery Specialist,  you will play a pivotal role in optimizing our loan recovery processes and ensuring customer satisfaction. The role requires you to deal with customers, assist in creating and improving processes for collections and recoveries. You will also contribute to refining the company’s existing systems and developing new strategies to enhance their collections and recovery efforts.

• The overarching goal is to optimise the performance of debts in arrears by supporting the design, production, and implementation of collection strategies that maximize recovery rates while maintaining customer relationships.
• You will be responsible for improving how the company contacts our customers from a collections perspective by utilizing innovative communication tools and approaches.
• Maintain an accurate and up-to-date customer database and record
• Maintain and report up-to-date Collections status of relevant clients to ensure transparency and accountability across the team.
• You will be required to develop a deep understanding of our customers, our products, and all available options to tailor solutions that meet both company and customer needs.
• Make suggestions on how to improve contact and collection strategies based on data analysis and industry best practices.
• Implement recovery and other restructuring outcomes via our loan operations platform to secure the best possible outcomes for both the company and its clients.
• Utilize extensive knowledge of collection laws, regulations, and legal processes to handle severely delinquent accounts with professionalism and due diligence.
• Collaborate with legal teams and external partners to initiate legal actions when necessary and to ensure that all recoveries are handled in a legally compliant manner.

• Undergraduate or postgraduate degree desirable (preferably in finance, law, or business).
• Fluent English speaker

Critical skills and competencies

• Self-motivated with a strong sense of ownership and responsibility.
• Comfortable with numbers and able to analyze financial data effectively.
• Competence in Microsoft Office including Excel knowledge is required with advanced Excel skills being highly desirable.
• Strong communicator with positive influencing and interpersonal skills to manage both internal and external relationships effectively.
• Effective written and verbal communication skills with an ability to convey complex information clearly and concisely.
• Logical and analytical approach to problem-solving with a focus on finding innovative solutions.
• Good organisational skills and ability to manage multiple tasks and priorities effectively.
• Commercial acumen and understanding of how the business works (including P2P) is preferable with a focus on aligning collections strategies with broader business goals.
• Knowledge of international collection and recovery is a bonus and can provide a competitive edge in handling global accounts.
• Experience in a regulated environment within the financial services sector with a track record of successful collections and recoveries.
• An understanding of governance and relevant FCA regulations for a consumer P2P marketplace lender, such as TCF and experience in ensuring compliance with these regulations.
• To be articulate and well accustomed to a client-facing role with the ability to build trust and rapport quickly.

Nice to have skills

• Knowledge retention with a continuous learning mindset.
• Ability to handle pressure and maintain composure in high-stakes situations.
• Speed and efficiency in executing tasks without compromising accuracy.
• Strong team player with a collaborative approach to achieving goals.
• Strong initiative and a proactive attitude towards improving processes and outcomes.