• Performed all debt collection activities according to guidelines and standards, verifying consistent compliance with Financial Conduct Authority (FCA) guidelines.• Defined strategic Key Performance Indicator (KPI) targets for direct reports, consistently monitoring performance to drive successful results.• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.• Provided performance reviews and tailored employee feedback to facilitate professional development.• Recruited, trained and developed team members.• Fostered positive employee relationships through effective communication, training delivery and career development coaching.• Progressed to Team Leader position within 6 months working at company.• Collaborated with management to evaluate credit strategies and develop improvements.• Successfully resolved complex collection cases, liaising with debt collection agencies to ensure positive outcome.• Achieved performance goals on consistent basis.• Maintained checks on diary notes, delinquency codes, insolvencies, and work queues to guarantee customer accounts were accurate and up to date at all times.

• Created, managed and executed business plan and communicated company vision and objectives to motivate teams.• Reduced or eliminated different types of financial discrepancies by improving documentation and reporting accuracy for budget and operational controls.• Trained and guided team members to maintain high productivity and performance metrics.• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.• Mitigated business risks by working closely with staff members and assessing performance.• Built loyal account base and long-term business relationships with Business accounts.• Generated and developed leads, using networking to acquire new clients.• Promoted positive customer experience through day-to-day supervision and management of administrative tasks.• Collaborated with Management to review lending decisions and End to End journey for customers.• Established and nurtured collaborative partnerships with educational institutions and external bodies, supporting school leavers into positive destinations.

• Interviewed clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance and other information needed to develop financial plan.• Facilitated client understanding by translating complex concepts and technical jargon.• Fully adhered to FCA regulations, maintaining awareness of changes in legislation and addressing risks of non-compliance.• Assisted clients in identifying needs and objectives to provide appropriate financial advice and services to best meet their goals.• Confidentially answered clients questions about purposes and details of financial plans and strategies.• Promoted and sold Financial products to meet stretching sales targets.• Maintained thorough knowledge of current legal, taxation and regulatory legislation for continued compliance.