Senior Collections Account Manager

Here at CarFinance247, we are looking for a Senior Collections Account Manager to join our team! As a Senior Collections Account Manager, you will primarily help customers manage their arrears on car hire purchase agreements, to identify the most effective solution for both the customer and the business. Customer relationships should be maintained whilst bad debt and company risk is minimised. 

The Senior Collections Account Manager will also be responsible for agreeing and negotiating solutions with customers and external parties, to bring consumer arrears accounts up to date, whilst understanding and using forbearance where appropriate to ensure good customer outcomes, tailoring solutions to customers’ individual financial circumstances. 

Responsibilities:

• Collect on customer agreements in arrears, in line with the Arrears Collections Policy, Compliance guidelines, ensuring good outcomes for both the customer and the business.
• Conduct yourself in a manner that upholds and promotes the CarFinance 247 guiding principles and behaviours.
• Adhere to QA/Compliance guidelines when communicating with customers either verbally or via written communications.
• Work to ensure that the highest level of service is consistently delivered to the customer.
• Apply use of forbearance when collecting on arrears agreements, where appropriate, assessing customer’s individual circumstances, and matching solutions to those circumstances
• Be able to identify and deal with Vulnerable Customers in line with CarFinance 247 Vulnerable Customer Policy.
• Work in an organised fashion to ensure productivity and effective management of your caseload.
• Achieve individual KPIs for QA and account resolutions.
• Manage third party relationships on a day-to-day basis, particularly with recovery/tracing agents.
• Adhere to the Consumer Rights Act 2015, TCF, DPA and Financial Conduct Authority (FCA) guidelines.
• Maintain case management and CRM software systems with accurate and comprehensive notes.
• Competent at various option for customer solutions for voluntary surrenders and voluntary terminations.

• Essential – 3+ years previous experience within a Collections role.
• Essential dealing with serious arrears cases.
• Excellent negotiating and questioning skills.
• Ability to work autonomously and consistently practice accurate judgement.
• Excellent verbal and written communication skills.
• Ability to work under pressure whilst maintaining high attention to detail.
• Ability to deal with sensitive situations and sometimes vulnerable or challenging customers.
• Knowledge of regulations relating to compliance, data protection, TCF, Anti Money
• Laundering, Consumer Credit Directive, Consumer Credit Act ideal
• Good understanding of forbearance when dealing with customers in financial difficulty.

Your DNA and Experience:

• Bold & Resilient – You will be confident in communicating and have an excellent professional manner especially within challenging situations
• Passionate & Proud – You will be passionate about problem solving and delivering excellent customer care
• Togetherness – You will be able to be an effective mediator and liaise efficiently between multiple external and internal parties

Some of our Benefits:

• Excellent progression opportunities
• Healthcare Cash plan
• Onsite gym and excellent catering facilities
• Free shuttle bus from Piccadilly
• Fresh fruit and Coffee every day
• Your birthday off and much more!

CarFinance 247 is an award-winning business just outside of Manchester City Centre.  We create personalised and high quality customer experiences driven by outstanding tech, streamlined process and most importantly, amazing people.  Over the next 12 months we have exciting upcoming projects to cement our position as market leaders in every aspect of our business and that journey starts with attracting the best talent.