Christopher Taylor Email & Phone Number

Manchester, United Kingdom

Solely responsible for collections of the Ocean unsecured lending book. Using root cause analysis and questioning techniques to complete reviews of customer’s income, expenditure and total debt to agree fair and sustainable arrangements for both client and Ocean whilst ensuring we abide by TCF principles and the Lending Code rulesLiaising with Debt Management Companies to provide up to date balances for mutual clients and reviewing their budget forms ensuring any over excessive expenditure is challenged.Monitoring and working the vulnerable customer queue and ensuring that we are engaging with vulnerable customers in a sensitive manner, whilst understanding their vulnerability and making the necessary service level adjustments.Ensuring relevant regulatory letters are sent at correct milestones throughout the customers arrears journeyAssessing IVA proposals and submitting relevant paperwork such as proxy, proof of debt forms and modifications before the customers meeting of creditors for either approval or rejection. Thereby ensuring that our claim is admitted and that we maximise the potential dividend.Updating IVA and Trust Deed tracker spreadsheet which enables Head of Collections and Director or Lending to analyse bad debt trends.Solely responsible for collections on Premium Funding. Agreeing payment arrangements with customers to bring their home and motor insurance policy up to date.

Manchester, United Kingdom

Undertaking detailed financial assessments over the telephone and face to face in the local branch with customers experiencing financial hardship and agreeing an affordable pro rata offer in line with TCF and Forbearance guidelines.Responsible for tracking remedial actions are completed against customer and commercial outcomes and offering appropriate redress.  Engaging sensitively with vulnerable customers to establish their current medical condition and accurately recording any medical evidence provided. Close working relationships with the CSM’s and Team Managers ensuring suggestions made for improvement to quality is understood.  Ensuring that work is allocated and completed within the team within agreed SLA’s. Liaising with Solicitors and Insolvency Practitioners to recover debts by way of Bankruptcy. Carrying out credit reference checks, utilising Land Registry database and preparing legal documents for service of Statutory Demands.Working with StepChange to create hotkey enabling customers to be forwarded through to them for impartial debt management advice.Assisting department in the reduction of delinquent accounts by using, influencing and negotiating skills to come to mutually beneficial arrangements on credit card and personal loans.Resolving escalated complaints and investigating complex complaints to reach a satisfactory conclusion. Negotiating partial and full settlements with customer, Solicitors and Power of Attorney’sNominated Liaison Officer between Customer Feedback and assisting them with providing a full response to each escalated customer complaint.