Experience

Masthaven Bank

• United Kingdom
• Banking
• 1 - 100 Employee

• Customer Service - Retentions

  • Jan 2019 - Present

  Managing the Retention of mortgage process at Masthaven Bank for customers coming to the end of fixed rate products. Managing the Retention of mortgage process at Masthaven Bank for customers coming to the end of fixed rate products.



Baker Tilly

• London, United Kingdom

• Credit Manager

  • Apr 2010 - Jan 2023

  Manage a large team of collectors with the objective of maximising cash recoveries on regulated unsecured bank debts and maintaining customer goodwill for our client. My team work on high value debts – generally in the region of £20k to £50k. I am the Lending Code Compliance Officer and ensure the team are fully aware of the importance of adhering to all the TCF policies. Review and monitor calls and other work of the team. Host regular feedback and coaching sessions to improve performance and quality. Assess cash results on placements and implement strategies to correct any poor performing sectors. Undertake internal audits on work completed and assist external auditors when reviewing the team against the agreed policies and procedures. Manage and delegate work to the team and prioritise tasks to ensure all deadlines are met. Evaluate performance for team members and agree personal development plans and training requirements. Show less



Yell

• United Kingdom
• Advertising Services
• 700 & Above Employee

• Senior Credit Manager

  • Jun 1985 - Apr 2010

  Senior Credit Manager within the Credit and Customer Service department. Responsible for cash collections and DSO (days sales outstanding) for the company’s portfolio of customers. Also reducing bad debts and aged debt portfolios. Managed a team of 20 including 4 managers and their teams involved in a range of tasks. These included recoveries, inbound calls, and all customer service aspects of credit management for Yellow Pages customers. Set targets and objectives for managers in respect of quality control, cash collections, and customer satisfaction performance, including, monthly and annual targets and monitored performance on a regular basis via contact meetings and coaching sessions. Managed the outsourcing of overdue debts to 3rd parties. Responsible for the commission structure and budget. Maintained the flow of cases to Debt Collection Agencies and held monthly review meetings with various suppliers to assess performance and costs to ensure all work was carried out to a high specification. Audits undertaken of the 3rd parties working practices and action plans agreed and reviewed. Recruitment of new employees – interviews and overseeing the recruitment process. Show less