Collections Relationship Manager

Together; Cheadle; On-site; GBP 25,000 - 45,000; Full time

Job summary

Join a forward-thinking company as a Collections Relationship Manager, where you will play a crucial role in supporting customers facing financial difficulties. This position involves managing a portfolio of accounts, conducting thorough reviews, and collaborating with third parties to ensure effective outcomes. You will utilize your problem-solving skills to navigate challenging situations and enhance the customer experience. With a commitment to diversity and inclusion, this role offers a supportive environment where your contributions will be valued. Embrace the opportunity to make a real difference in people's lives while enjoying a range of attractive benefits.

Benefits

26 days holiday plus birthday off

Buy & sell holidays

Discretionary annual bonus

Life assurance

Critical illness cover

Health cash plan

Private medical insurance

Free access to company holiday homes

Travel season ticket loans

Local bar / restaurant discounts

Qualifications

• Experience in Collections and Recoveries is essential.
• Ability to manage cases and make balanced decisions.

Responsibilities

• Manage accounts in arrears and work with customers for outcomes.
• Complete reviews on escalated accounts to assess situations.

Skills

Collections and Recoveries experience

End to end case management

Problem solving

Objection handling

Flexible approach

Understanding customer outcomes

Job description

• Working Hours: Standard (09:00am-17:30pm)
• Department: Collections
• Office or Field Based: Office Based (Cheadle, SK8 3GW)
• Contract type: Permanent

Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

Job Description

As a Collections Relationship Manager, you will be part of our Collections, Recoveries and Customer Support team. Your aim will be to understand a customer’s circumstances and offer the appropriate sustainable support for customers in financial difficulties or who are experiencing in-life vulnerabilities. You will be responsible for assessing and agreeing the recoveries approach on escalated accounts; working closely with the customer and third parties. You'll manage a portfolio of accounts, completing full account reviews to ensure full knowledge of the customer, their situation and the security in order to identify the right course of action mitigating risk and financial loss.

As a Collections Relationship Manager, we are looking for someone to:

• Manage a portfolio of accounts in arrears; working with customers and third parties to reach an appropriate outcome.
• Complete reviews on escalated accounts to assess the situation and identify actions / next steps.
• Work with third parties to ensure accounts under receivership and/or litigation are being managed appropriately.
• Utilise effective questioning techniques to understand the customer circumstances, to identify the right approach for managing the account.
• Deliver good customer outcomes, balancing customer and commercial requirements.
• Identify and manage vulnerable customers to ensure the most appropriate support is provided.
• Improve the customer experience by challenging existing processes and practices and recommending change where appropriate.

Qualifications

• Experience of working in a Collections and Recoveries environment.
• Ability to demonstrate end to end case management.
• Able to problem solve and make decisions balancing customer and commercial considerations.
• Able to have difficult conversations and objection handle.
• Able to take a flexible approach; providing creative solutions and adapt to change.
• An excellent understanding of what a good customer outcome looks like.

If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Additional Information

Benefits working at Together

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays.
• Buy & sell holidays.
• Discretionary annual bonus.
• Life assurance.
• Critical illness cover.
• Health cash plan.
• Private medical insurance.
• Free access to company holiday homes.
• Travel season ticket loans.
• Ride to work scheme.
• Free local gym access.
• Local bar / restaurant discounts.

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.