Collections Manager
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The opportunity
We have an opportunity for an experienced Collections Manager to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers. Proud winners of the 'Best Place to Work' award at the Hampshire Business Awards 2023!
We are looking to for a Collections Manager to join our Omni Capital Retail Finance business. Omni partners with retailers nationwide to provide their customers with innovative credit solutions, using state-of-the-art technology that allow them to spread the cost of their purchases. We're on the lookout for new talent to join Omni to help continue to drive our thriving business forward.
The Collections Manager will be responsible for managing Omni's end to end collections process, working closely with the Head of Customer Service to ensure Omni are delivering best in class service to our customers which drives the right customer outcomes and business needs. The role will include managing Omni's external debt collection agency and debt sale partners, and leading a team of collections agents, to ensure strong recoveries metrics are achieved and requires someone passionate about collections management.
This role will be based from our Basingstoke office 5 days a week. There will be some flexibility (in time) for some homeworking, however this will be on an ad-hoc agreement and the expectation should be that it is mainly an office-based role.
What we are looking for in you...
What is important to us is that you have proven experience of managing a collections team in a regulated, contact centre environment (ideally 10+ FTE). You will have demonstrable experience of managing debt purchaser and debt collection agency relationships with a strong working knowledge of collections and arrears recoveries processes in relation to consumer credit. You should demonstrate confidence in managing customers in financial difficulty, including vulnerability and forbearance management. Your leadership skills will be excellent, having worked with multiple business stakeholders, influencing decisions and driving projects forward. You will have an understanding of complaints management (including the FOS), an understanding of contract and debt sale tender process management. There will be a requirement to manage external client relationships in this role therefore you should have strong communication and relationship building skills to thrive in this environment.
What is equally important is that you are target-driven with a strong focus on achieving positive customer outcomes. You should possess excellent planning, organisational skills, with the ability to make quick decisions and adapt to changing business needs. You will have knowledge of the Consumer Credit Act and related regulations in financial services to be successful in this role. Your style will be a flexible one, maintaining high standards under whilst under pressure, demonstrating professionalism and working collaboratively with both internal and external teams. You will need to be self-motivated, consistently striving to improve processes and create top-tier customer service teams.
What's in it for you...
As well as a competitive salary (dependent on skills and experience), we offer an annual performance related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply). In addition, you will receive an extra day paid annual leave for Volunteering.
Wellbeing is also high on our agenda, and we offer healthcare benefits through Equipsme. In addition, all colleagues have free access to TELUS Health EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that's not enough, we also offer season ticket travel loans (if applicable).
Caught your attention? If so, we'd love to talk to you and tell you more about what it's like to work at Castle Trust Bank - The Place To Work!
Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.
We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact talent@castletrust.co.uk