Jacqueline M. Email & Phone Number

Hybrid Wfh / Office Based Fleet Hampshire

England, United Kingdom

Deputy Team Manager to 18 agents

Provides servicing for mortgages covering first and second charge residential, buy-to-let and SME commercial mortgages as well as lifecycle servicing (secured & unsecured), from loan origination support to late state recoveries.A typical day involves inbound/outbound calls to account holders 3+ months in arrears, active and expired terms. Reviewing Income & expenditure forms to seek options available to return accounts to financial stability.I have a senior account manager mandate which allows me to agree and accept forbearance options.Daily communication with account holders, solicitors, asset managers and law of property act receivers.Generating relevant letters including arrears, default, termination and end of term. Completion of Pre Action Protocol's in readiness for Court Hearings and signatory and submission of Witness Statements.Instruction of solicitors, Asset Managers and Law of Property Act Receivers.Due to the diverse portfolio I manage, situations can be of a sensitive/unusual or complex nature which requires me to use my excellent negotiating and empathetic skills to reach a satisfactory outcome. In the Team Managers absence, I manage the team and represent the Mortgage Services area at internal/external meetings .

Psa Peugeot Citroen

• Direct and control the Customer Accounts Team x 8 to ensure that they are appropriately motivated and trained and that they carry out their responsibilities to the required standards. • Monitor staff performance and carry out annual and monthly appraisals or performance management if required. • Identify any inadequacies in the systems/procedures and make recommendation to the Recoveries Manager, aimed at improving performance and service• To provide and analyse ad-hoc management information and statistical reports as and when required • To be involved in the interview/disciplinary process as and when required • To ensure that all accounts requiring recovery are actioned in a timely manner in line with procedures• Management of the Recovery agent on all vehicle recovery issues• To be involved in the external agent management including the selection process• To assist the Recovery Manager perform annual audits and monthly reviews with all repossession agencies• To participate in any new system development and projects• To ensure that all accounts exceeding 150 days have been authorised by the Recoveries Manager and/or Head of Collections• To assist the Recoveries Manager to manage/report the dialler/collection performance supplied by our external supplier to ensure that they are performing within service levels reporting any issues without delay. To monitor quality of our external collections supplier ensuring training and support are delivered in line with the contractual requirements and regular audits performed to monitor performance, quality and compliance.• Monitor all overdue accounts and take any necessary action to ensure that these are collected in accordance with the company’s credit policies and respective SLA’s to ensure that the Losses against ANR are within targeted levels.• Manage review and monitor the Customer Accounts Bonus scheme.

Redhill, Surrey

To administer and control the management of Fleet/Dealer accounts, ensuring high standard of organisation is maintained for effective collection of debt. To liaise with other departments to ensure all queries/administration issues are managed and resolved effectively. To ensure that all Bale II and BPF policies and procedures are kept up to date and respected. • Ensure that the DMP and Collection Admin agents are appropriately motivated and trained and that they carry out their responsibilities to the required standards. • Monitor staff performance and carry out annual and monthly appraisals or performance management if required. • To provide and analyse management information and statistical reports weekly, monthly and as and when required • To be involved in the interview/disciplinary process as and when required • Ensure all queries related to the department are dealt with effectively within company procedures and service levels by managing the team’s resources accordingly• To ensure that all accounts requiring management are actioned in a timely manner in line with procedures• To participate in any new system development and projects and ensure that current systems are in good working order• To ensure that all Trouble Flash and BUIC reports are generate and updated in line with BPF headquarter requirements. • Monitor all Fleet overdue accounts and take any necessary action to ensure that these are collected in accordance with the company’s credit policies to ensure that the Losses are within targeted levels.• Investigate and report any complaints/disputes by customers/dealers/other internal departments including those complaints received from FOS. Ensuring that an acknowledgement letter is sent within 24 hours of receipt and a formal response issued to the client within 7 days of the letter/telephone call.• Manage review and monitor the DMP and Collection admin roles• Attendance at off-site meetings with clients as and when required.

Redhill, United Kingdom

To administer, control & supervise the Fleet Management section, ensuring high standard of workflow organisation is maintained for effective collection of debt.MAIN RESPONSIBILITIES:• Cash allocation details for incoming Cheques, BACS & Standing Order payments (Leasebase customers).• Prepare ‘Statement of Accounts’ for customers to aid collection of debt.• Reconcile customer accounts to ensure accurate reporting of debt.• Ensure customer records maintained up-to-date, with adequate audit trail.• Maintain good rapport with customers, PSA Management / Sales force, internal staff (e.g. PCH Key A/c’s, CCM - Slough), etc. liaising with them as appropriate.• Ensure customer complaints / queries handled promptly & correctly.• Provide statistical data for management information purposes.• Identify process improvements to increase efficiency of Fleet management.• Train admin. staff within Collections to improve knowledge, technique & abilities.• Generation and publication of the Monthly Trouble Flash / Grecco & Flotte reports.

Surrey

Engineer Job PlanningInvoicingChasing non paymentEnsuring engineers had required and relevant commissioning data for servicing jobs