Experience

iwoca

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Collections and Recoveries Specialist

  • Jun 2022 - Present



Novuna Business Finance

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Collections Team Leader

  • May 2021 - Jun 2022

  Collections Team Leader (Secondment, May 2021 – present) - Manage team of 4 Collections Executives - Review and approve reschedules, novations and forbearance requests - Manage all EFG, CBILLS and RLS agreements in arrears - Managing the British Business Bank portal - CAIS reporting - Delegate and plan workloads for team - Providing ongoing training and support for team - Conduct interviews - Staff conduct reviews (e.g., sickness and performance) - Default… Show more Collections Team Leader (Secondment, May 2021 – present) - Manage team of 4 Collections Executives - Review and approve reschedules, novations and forbearance requests - Manage all EFG, CBILLS and RLS agreements in arrears - Managing the British Business Bank portal - CAIS reporting - Delegate and plan workloads for team - Providing ongoing training and support for team - Conduct interviews - Staff conduct reviews (e.g., sickness and performance) - Default agreements - Manage insolvency agreements - Complaint investigation and management Show less



Hitachi Capital (UK) PLC

• Senior Collections Executive

  • Sep 2019 - Jan 2022

  Senior Collections Executive (September 2019 – April 2021) - Managed 150 agreements in arrears, exposures up to £1million - Processed payment holiday requests - Inbound and outbound daily customer contact via phone, email and letter - Provided support to customers in financial difficulty - Processed card payments - Where appropriate worked with Asset Management, Customer Support, Credit and Fraud Teams - Referred cases for recovery and repossession activity… Show more Senior Collections Executive (September 2019 – April 2021) - Managed 150 agreements in arrears, exposures up to £1million - Processed payment holiday requests - Inbound and outbound daily customer contact via phone, email and letter - Provided support to customers in financial difficulty - Processed card payments - Where appropriate worked with Asset Management, Customer Support, Credit and Fraud Teams - Referred cases for recovery and repossession activity - Proposed novations, reschedules and forbearance requests - Credit searches Show less



Funding Circle UK

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Collections Executive

  • Apr 2018 - Sep 2019

  Collections Executive & Vulnerable Person Advisor (April 2018-September 2019) - Managed 250 accounts in arrears - Inbound and outbound daily customer contact via phone, email and letter - Negotiated payment plans with customers in arrears, balancing this with the needs of investors - Managing direct debits - Keeping investors updated - Where appropriate, worked with Payments, Sales and Investor Support Teams - Supported my team in handling vulnerable… Show more Collections Executive & Vulnerable Person Advisor (April 2018-September 2019) - Managed 250 accounts in arrears - Inbound and outbound daily customer contact via phone, email and letter - Negotiated payment plans with customers in arrears, balancing this with the needs of investors - Managing direct debits - Keeping investors updated - Where appropriate, worked with Payments, Sales and Investor Support Teams - Supported my team in handling vulnerable customers - Provided vulnerable customer awareness training and TEXAS roleplay training - Created desk aids and prompts to help colleagues speak to vulnerable customers - Managed relationship between Funding Circle and third-party Field Agent agency Show less



CCSCollect

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Senior Customer Service Representative

  • Sep 2016 - Apr 2018

  Senior Customer Service Agent (September 2016-April 2018) - Fast-paced customer support centre, for customers in arrears across a varied book, from utility bills to HMRC debt - Worked to targets and tight deadlines - Supported and trained new colleagues - Built and maintained relationships with customers. - Investigated customer’s financial situation and negotiated payment plans. - Resolved disputes, complaints and remediated accounts