Collections Advisor

Education/Qualification

• 2000 Hyde Clarendon College – A Levels in English, History and Business Studies
• 1997 Ellen Wilkinson High School – GCSEs including Mathematics and English

Systems used

• Microsoft Word and Excel (Spreadsheets)
• Inhouse Systems
• Dialler System
• CRM Systems
• Salesforce

Career Summary

Previous Employer – Car Finance Company – T/O £80mil+

Position – Senior Customer Care Agent / Collections

Dates – June 2025 – August 2025

Previous Employer – Car Finance Company – T/O £50mil+

Position – Senior Customer Care Agent / Collections

Dates – February 2023 – May 2025 (Redundancy)

• Worked in a Team of 30 and reported to the Operations Director
• Collection on customer agreements in arrears, in line with the Arrears Collections Policy, Compliance guidelines.
• Deal with high volume Inbound and Outbound calls, emails and texts.
• Negotiate and set up payment plans
• Adhere to QA/Compliance guidelines when communicating with customers either verbally or via written communications.  
• Apply use of forbearance as well as income and expenditure when collecting on arrears agreements, where appropriate, assessing customer’s individual circumstances, and matching solutions to those circumstances 
• Identify and deal with Vulnerable Customers in line with Company and Vulnerable Customer Policy.  
• Work towards and Achieve KPIs for QA and account resolutions such as call time, audits, offers etc.
• Manage third party relationships daily, particularly with recovery/tracing agents.
• Adhere to the Consumer Rights Act 2015, TCF, DPA and FCA guidelines. 
• Maintain case management and CRM software systems with accurate and comprehensive notes
• Discuss various options for customer solutions for voluntary surrenders and voluntary terminations 

Previous Employer –Direct Lender– T/O £300k

Position – Senior Customer Care Agent

Dates – September 2018 – January 2023 (Redundancy)

• Worked in a Team of 20 and reported to the Team Leader
• Contacting Customers in arrears to establish reason for Financial Difficulties with a view to setting up affordable repayments
• Conduct fact finds to establish most suitable forbearance options based on the customers individual circumstances
• Effectively identify and handle vulnerable customers following TEXAS & BRUCE models
• Accurately record and update internal systems to reflect consumer contact
• Responding to online chats and emails in a timely manner
• Accurately complete income and expenditure assessments
• Refer consumers to the Free Sector and support services where required
• Identify and attempt to resolve consumer dissatisfaction within 3 working days
• One to one buddy training and support to South African Agents via teams
• Assisting with QA and ensuring SA team follow correct processes and procedures
• Achieving KPIs for QA and account resolutions
• Adhering to the TCF, DPA and Financial Conduct Authority (FCA) guidelines
• Updating CRM software systems correctly

Previous Employer – Financial Services – T/O £900k

Position – Debt Collector / Advisor

Dates – March 2004 – September 2018

• Worked in a fast-paced environment and involved communicating with people who were in financial difficulty via telephone and email
• Help and advice customers on how to manage their debts and set up affordable payment plans to suit both parties
• The role was very customer focused, putting customers interest first. I dealt with customers from all different backgrounds and circumstances, building a great customer rapport instantly
• Provided supportive and treated customers equally. Overcome objections, problem solving, negotiations with customers and due to my experience and knowledge developed into a senior member of staff
• Worked towards and achieved targets and KPI’s
• Provided help to the management team by covering managers holidays and sickness

Previous Employer – Claims Management Company

Position – Claims Handler

Dates – August 2000 – August 2004