Collections Manager

Are you looking for a fresh start and have managed a team preferably in financial services.  We may have the role for you! Everyday Loans are currently recruiting for Collection Managers. Everyday Loans is an established market leader in consumer finance with over 15 years of successful history. Winners of MoneyFacts Best non-mainstream lender in both 2020 & 2021, we offer dynamic and exciting growth opportunities for candidates - supported by a superb range of benefits! With customers at the heart of everything we do, we are proud that they rate us 4.7 stars out of 5 on TrustPilot and 4.9 out of 5 stars on Feefo.

If you have great people skills and are looking for a new and exciting challenge, we would love to hear from you! You will be provided with full training and development to give you every opportunity for success.

The Role

A key team member, the Collections Manager is directly responsible for the collection of customer debt in arrears in line with regulatory and Everyday Loans policies while holding responsibility for the management of a team of Collections Associates.

This role will be expected to meet department and company goals and targets while focussing on identifying, creating, and implementing training initiatives to support employee development and excel performance. All training activity will align to company objectives and support the business in achieving and maintaining employee competency.

The post will contribute significantly to the day to day running of the operational business. The culture is professional and encourages individual excellence.

What you'll be doing:

Manage team performance to deliver targets

Manage team level employee relations and promote effective team working.

Working with Collections Associates to find solutions to cure arrears on accounts, improve the customer journey and exceed business targets

To communicate effectively with team and check understanding

Identify performance issues within the team, taking appropriate action as and when required e.g. coaching, mentoring, performance management

Use KPI's effectively and take appropriate action within the team to improve performance

Identify and progress opportunities to improve operational processes, efficiencies, and strategy within the department

Resolution of complaints and issues escalated by Collections Associates

Ensure compliance with internal processes, policies, procedures and industry regulations

To embrace and champion quality, standards and the culture of 'Treating Customers Fairly'

To ensure adequate staffing of the department at all opening times including TM supervision

Accurately complete first line compliance checks

What we're looking for:

Understanding regulations, anti-money laundering rules, data protection and treating customer fairly

Clear understanding of markets and current economic affairs

Proven track record and knowledge in consumer collection activities

Excellent communication and leadership skills

Ability to effectively adapt communication style to suit diverse audiences and achieve common goals.

Strong interpersonal and relationship skills

High level of attention to detail

Minimise complaints and default rates within agreed business plan and targets through clear communication and checking customers understanding

Confident, self-motivated individual with strong business and organisational skills.

Ability to excel under pressure and work to tight deadlines, yet capable of demonstrating making sound risk-based decisions

Committed to continuing professional and personal development of self and others.

Unquestionable integrity