Experience

ARC (Europe) Limited

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Business Development Manager

  • Aug 2022 - Present

  Broad knowledge of the debt collection industry - collections to key account management•To identify and secure new clients through prospecting, networking and request forproposals/tender opportunities. •Liaising with the Risk & Internal Audit Manager when tendering to ensure the latest policy documents are submitted and to answer client regulatory queries.• To carry out new client on boarding validation and regulatory/corporate enquiries.• Managing existing client relationships (performance reviews, client auditing, process andstrategy changes, conference calls, face to face meetings).• Reporting back to the Management Team on client requirements and audits.• Point of contact for client queries on operational and compliance matters.• Creating marketing material.• Reviewing monthly MI/Reporting.• Liaising with potential and existing suppliers.• Attend Monthly Conduct Risk / Commercial Meetings Show less

• Business Development Executive

  • Nov 2021 - Aug 2022

• Quality assurance and training assistant manager

  • Nov 2010 - Nov 2021

  • Assisting in the recruitment of all staff from job advertising to creating new personnel files.Carrying out all the necessary checks to ensure that new employees are of the appropriatelevels of probity and ability to be able to deliver the required levels of performance whencontacting customers and thereby engage in a culture of Treating Customers Fairly.• Assisting in the interviewing of candidates with their prospective Head of Department andcreate a bespoke question suite for this purpose.• Assisting in training and monitoring of all collection staff in accordance with the TrainingManuals from induction, through probation and development to joining the Collections andFinance Teams.• Assisting in the process design at ARC from call structures to creating training materials.• To update the training Manuals in accordance with changes to Regulation and or clientrequirement, in line with our Change Control Process.• Assisting in the design of bonus schemes and calibrating the bonuses on a monthly basis.• Liaise with finance clients particularly in terms of ensuring our compliance with the Lendingcode and the FCA Handbook (Specifically the Rules and Guidance in CONC 7 and PRIN 6 -Treating Customers Fairly).• Assisting on client and Regulatory audits in correlation with other members of theManagement Team.• Carrying out monthly call monitoring which involves call listening and call scoring, recordingresults and relaying the results to the QATM.• Receiving referrals from the Customer Support Department with incidents of regulatory,policy or process breach or TCF issues/complaints. Taking any remedial actions considerednecessary, recording the same and reporting to the QATM.• Creating training documents and power point presentations.• Conducting training workshops and giving one to one training/refresher sessions.• Identifying trends within the collections team.• Producing MI for the Conduct Risk Committee/Senior Management. Show less