About the role
Reporting to the Recoveries and Litigation Manager, the Recoveries Agent will be responsible for completing a wide range of administrative activities within strict timescales to meet the needs of our customers, our third party suppliers including debt collection agencies, recovery agents and vehicle auction houses, as well as internally within the wider business.
The Recoveries Team plays a crucial role in asset management by ensuring the timely retrieval of our vehicles. This involves close coordination and communication with external recovery agents and auction houses to schedule and facilitate the collection process. The team is also responsible for managing the complexities involved in recovering impounded or seized vehicles, which may require interaction with legal authorities and adherence to specific procedures. Additionally, the Recoveries Team handles incoming communications from recovery agents and auction houses, responding to inquiries, providing necessary information, and addressing any issues that may arise during the recovery process.
What you’ll be doing
Effectively respond to inbound customer and third party supplier communications through multiple channels including debt collection agencies, recovery agents and auction houses.
Initiate outbound communications (calls and emails) to recovery agents and other third party suppliers when necessary.
Evaluate customers’ financial circumstances to determine their ability to repay their arrears and recommend appropriate solutions.
Follow company policies and legal regulations regarding financial support practices, including documenting all communication with customers and update account information accurately in the company's systems.
Review potential accounts for placement with third party suppliers and instruct appropriate suppliers accordingly.
Issue Statutory Notices to customers including Notices of Default and Termination, as well as regulatory notices on post-terminated accounts.
Deal with accounts where the vehicle has been seized and impounded.
Complete administrative tasks as required for the efficient operation of internal processes and external supplier processes. This may also include training material preparation and any other administrative requirement identified by management.
Ensure that our customers are treated fairly at all times in line with Consumer Duty.
Support the wider team and take the lead in the Recoveries and Litigation Managers absence.
Stay up to date on industry trends, regulations and best practices in financial support and recoveries.
What we’re looking for
Previous recoveries experience in motor finance is preferred but not essential.
Experience taking ownership for managing processes and speaking to external parties.
Good understanding of procedures, systems and processes within the department.
Logical and common sense approach to evaluate situations and select appropriate solutions based on experience and an understanding of procedures.
Strong prioritisation skills, ability to organise and work independently.
Resilient and calm approach when faced with difficult situations.
Takes responsibility and demonstrates accountability to ensure high-quality output.
Able to adapt written and verbal communication to an individual's needs.
Who you are:
Be a team player, flexible and able to work on your own initiative.
Strong interpersonal skills, with the ability to establish effective working relationships at all levels.
Excellent organisational skills and attention to detail for maintaining accurate records and documentation.
Demonstrates a sense of urgency and good work ethic.
Strong written and verbal communication skills.
Rapport building with colleagues, customers and suppliers.
Ability to work to deadlines.
Problem solving skills.
Ability to operate comfortably in a fast paced and changing environment.
Interview process
30 minute call with a member of the Talent team
A Take Home Task
Interviews with the Recoveries & Litigation Manager as well as other key stakeholders
