Strategic Collections Advisor - FCA Compliant

Bayerische Motoren Werke Aktiengesellschaft; Farnborough; On-site; GBP 31,000 - 38,000; Full time

Job summary

BMW Group Financial Services UK is seeking a Collections Advisor based at Summit One Campus. You will optimise customer contact to collect arrears while balancing customer needs with brand values and regulatory requirements.

You will support management in process improvements, identify vulnerability cases, monitor their progression, log and resolve complaints to FCA timescales, and guide customers to sustainable repayment plans.

Qualifications

• Experience in a Collections related environment or customer services within financial services
• Knowledge of motor finance regulations such as Consumer Duty and FCA conduct rules (preferred)
• Strong administration, active listening and communication skills
• Ability to stay organised within timescales and maintain attention to detail

Responsibilities

• Early identification of cases of vulnerability or financial difficulties
• Ongoing monitoring of vulnerability cases to support customers and minimise negative impact and losses
• Identifying, logging and resolving customer complaints within FCA timescales
• Demonstrating forbearance in line with FCA guidelines by agreeing realistic repayment plans
• Qualification to potential contract breaches
• Using product knowledge to guide customers to the best possible outcome

Job description

BMW Group Financial Services UK is seeking a Collections Advisor based at Summit One Campus. You will optimise customer contact to collect arrears while balancing customer needs with brand values and regulatory requirements.

You will support management in process improvements, identify vulnerability cases, monitor their progression, log and resolve complaints to FCA timescales, and guide customers to sustainable repayment plans.