Richard Gordon Certdc Mlibf Email & Phone Number

London, England, United Kingdom

• Managing allocated case load maintaining complete, accurate and updated records of contacts, collection activities and account reconciliations• Monitors allocated credit portfolios daily• Identifies outstanding and overdue accounts• Takes actions in order to encourage early repayments• Contact members to discuss Overdue payments and respond to member queries• Reviews incoming payments and performs account reconciliations• Updates account status records• Sends instructions to the DCAs• Execute the Collections protocol in line with FCA/AML guidelines and the Tide Lending Standards•Prepare reports on collection activities to the relevant stakeholders.•Corresponding with external firms with regards to insolvency and debt collection / litigation activities

Thornton Heath, Surrey

As Quality Assurance Coach, Richard is responsible for coaching Operations staff, ensuring best practise, legislative compliance and achievements of targets through monitoring and performance measures of targets and productivity, as set internally.Richard’s coaching is based upon the requirements of clients, business needs and regulatory guidelines; conducting quality related reviews of agent performance, Richard evaluates against client and internal quality standards to ensure proper call and transaction handling throughout the business. This includes, but is not limited to:- Call monitoring- Review of notations- Review of handle time, customer service skills and legislative knowledge e.g. DPA checksThis allows Richard to highlight and identify training needs for Call Centre, Client Services and Correspondence members of staff.Richard provides feedback, in regards to quality and performance, to management and senior management staff, via internal dashboards. The creation and maintenance of the dashboards is a responsibility of Richard’s that has showcases his skillset with Microsoft Office (in particular Microsoft Excel), performance analysis and his extensive business knowledge – acquired through business loyalty and progression.His participation in call/quality calibration sessions ensure thorough understanding of programs, goals and client standards, all resulting in widespread business excellence, of which Richard is then able to coach to other staff members. Through the above, Richard has built a rapport with all members of staff and is a valued member of the Operations department.

Thornton Heath, Surrey

- Respond to incoming calls within 20 seconds. Leave appropriate messages on outbound calls commensurate with legislation. - Monitor and respond accordingly to telephone traffic, be available unless agreed with your line manager to take or make calls - Negotiate repayments of accounts owed to our clients ensuring you adhere to company policy, Data Protection, Financial Hardship, Office of Fair Trading, Credit Services Guidelines and Treating Customers Fairly Legislation. - Update accounts immediately and accurately adhering to principles laid down by The Data Protection Act 1998 - Resolve/log all disputes ensuring accounts are actioned, followed up appropriately and that all relevant parties are notified of results accordingly - Maintain a professional and business like approach at all times, when attempting to negotiate repayment of debt. Make all acceptable and reasonable attempts to reach the right party adhering to the OFT guidelines.

- Making outbound call to customers who owed money to our clients. - Receiving incoming calls from customers wishing to make repayments against debts they owe. - Work towards monthly targets including: cash targets, call targets and also call audit targets.- Liaise with Debt Management Agencies.- Negotiating repayments-- Offering full and final settlements. - Acting within FCA guidelines on debt collection. -- Close an account if bankruptcy, death, prison etc. is advised. - Attend debt collection training workshops

As one of the top salesman in the store, I was promoted to the Senior Sales position. This was due to my excellent customer service and achievements in hitting targets.My roles and responsibilities included:- Selling products to achieve my set monthly target- Ensuring, and maintaining, good customer service.- Staff supervision- Solving customer issues and queries - Key holder; having the responsibility to open and shut the store on time- Cashing up- Stock counts - Preparing for store audits

Education record

• NVQ Level 1 Performing Engineering Operations • NVQ Level 2 Performing Engineering Operations-2360 part 1 and 2 • NVQ Level 3 Performing.

Education record