Collections Relationship Manager

Together; Cheadle; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in Cheadle seeks a Relationship Manager to join their Collections and Customer Support team. The role involves managing accounts in arrears, assessing customer situations, and delivering positive outcomes while balancing customer and business needs. The ideal candidate will have experience in collections and recoveries, strong problem-solving skills, and the ability to handle difficult conversations. The company values diversity and inclusion and offers a supportive work environment.

Benefits

26 days holiday plus your birthday off

Discretionary annual bonus

Life assurance

Health cash plan

Private medical insurance

Free access to company holiday homes

Travel season ticket loans

Ride to work scheme

Free local gym access

Qualifications

• Experience in a Collections and Recoveries environment.
• Ability to manage cases from start to finish.

Responsibilities

• Manage a portfolio of accounts in arrears.
• Work with third parties to manage accounts under receivership.
• Deliver positive customer outcomes.

Skills

Problem-solving

Decision-making

Flexibility

Adaptability

Job description

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 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 appropriate, sustainable support for customers in financial difficulties or experiencing vulnerabilities. You will be responsible for assessing and agreeing on the recoveries approach for escalated accounts, working closely with customers and third parties. You will manage a portfolio of accounts, conducting full reviews to understand the customer, their situation, and security, to identify the best course of action to mitigate risk and financial loss.

We are looking for someone to:

• Manage a portfolio of accounts in arrears, working with customers and third parties to reach appropriate outcomes
• Complete reviews on escalated accounts to assess situations and identify next steps
• Work with third parties to manage accounts under receivership and/or litigation
• Utilize effective questioning techniques to understand customer circumstances and determine the best approach
• Deliver positive customer outcomes, balancing customer and commercial needs
• Identify and support vulnerable customers appropriately
• Improve customer experience by challenging existing processes and recommending improvements

Qualifications

• Experience in a Collections and Recoveries environment
• Ability to manage cases from start to finish
• Problem-solving and decision-making skills, balancing customer and business considerations
• Ability to handle difficult conversations and objections
• Flexibility and adaptability, providing creative solutions
• Understanding of what constitutes a good customer outcome

If you possess some of these skills but not all, please still apply. We welcome further discussions about your suitability for the role.

Additional Information

Benefits of working at Together

• 26 days holiday plus your birthday off (increasing to 30 days), plus bank holidays
• Buy & sell holiday scheme
• 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 discounts at bars and restaurants

Together embraces diversity and inclusion. We are proud to be an equal opportunity workplace, celebrating and valuing our colleagues' differences. We are committed to building a team with diverse backgrounds, perspectives, and skills.

If you need support or reasonable adjustments during the recruitment process, please let us know in your application. We aim to support all candidates to perform at their best.

All successful applicants will undergo employment reference, financial, and criminal record checks.