Financial Services Professional
We are seeking a seasoned professional to manage and action complex overdue accounts, including high-value and hardship cases.
* Assess and respond to customer hardship requests in partnership with the Collections Manager
* Develop and negotiate fair, compliant payment arrangements tailored to each customer's situation
* Communicate with customers through phone, email, and formal correspondence
* Educate customers on terms, obligations, and repayment plans
* Process Direct Debit Requests and perform interest reconciliations
* Send reminder letters and follow up on payment defaults
* Conduct skip tracing to locate uncontactable customers
* Escalate accounts to legal when appropriate, working with internal and external legal teams
* Maintain accurate records of all interactions and agreements
* Collaborate cross-functionally to ensure excellent customer outcomes