Customer Collections Manager

After a period of growth, Acorn are currently looking for a talented Customer Collections Manager to join their team. The Collections team are responsible for collecting customer payments, administering payment systems and helping our customers that are not able to meet the financial obligations of their agreements with us. We always put customer needs first, balancing this with the business requirements, as well as recognising any vulnerabilities. The Collections team are part of the wider Finance Operations department and collaborate closely with teams such as Customer Services and Compliance to provide an excellent service to our customers whilst ensuring that we operate in accordance with our regulated environment.

Role:Customer Collections Manager

Location: Liverpool City Centre

Hours: Monday to Friday, 9am to 5:30pm

Salary: up to £40,000 DOE

What we’re looking for:

• Day-to-day management of the Specialist Payments, Credit Control Admin, Legacy Systems and Carrot FinOps team leaders
• driving good customer outcomes and continual improvement within the team, keeping our processes and policies up to date and in step with any changes
• Develop and coach colleagues to deliver good customer outcomes in line with Consumer Duty; keeping up to speed with regulatory developments and requirements and rolling these out to the team and via our policies / procedures
• Analyse and act on team statistical data outputs; identifying trends and opportunities
• Produce accurate, meaningful and timely KPI / Management information and dashboards to demonstrate the performance of the team and identify potential areas of risk or improvement
• Reporting for inbound calls, outbound calls and administrative tasks as required by our policies
• Develop and maintain a full understanding of the Company’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements
• Work to reduce our customer debt exposure by handling missed payments and final balances
• Complaint handling and resolution in accordance with company policies and SLAs.
• Production of accurate and timely information required to fulfil FCA and other regulatory requirements.
• Supporting and implementing consistent changes and improvement to strategy and processes in line with business requirements
  

What we’re looking for:

• Passionate about customers and understands the role collections strategies and policies play in good customer outcomes
• Proactive attitude to change management and process improvement
• Agile approach to process change and improvement, taking on projects to make efficiencies
• Understands and embraces the regulated environment within which we operate; keeps abreast of changes in regulation and can articulate them to all levels within the business
• Demonstrable experience of managing high performing teams and leading within a senior role, preferably within an FCA regulated environment
• Good team player, flexible and able to work on own initiative
• Strong interpersonal skills, able to establish effective working relationships at all levels and communicates effectively and sensitively with customers
• Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned. Sees issues though to resolution and takes ownership of actions
• Appreciates the importance of accuracy and attention to detail
• Ability to multitask and work with competing deadlines and priorities
• Comfortable and competent with MS Office and Collections systems
• Enjoys coaching and mentoring to ensure a best in class service provision to customers

About Acorn Insurance

We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have 40 years of experience helping people secure motor insurance across all of the UK. We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.

We celebrate difference and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.

Why Acorn Insurance?

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)

• Additional Buy & Sell Holidays
• Company Sick Pay Scheme
• Company Paid Maternity & Paternity Leave
• Generous Company Pension Scheme
• A comprehensive Mental Health support system via the health assured Employee Assistance Programme (EAP)
• A wide network of mental health first aiders.
• Our very own reward and discount platform "Your tomorrow"
• Fresh fruit Deliveries twice a week
• £250 Refer a friend bonus
• Cycle to work scheme
• Free eye test vouchers and a contribution towards the frames
• Regular Employment Engagement including ongoing competitions with fantastic prizes
• Charity fundraising events

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.