I am currently leading the design of a new Collections and Litigation system to replace the current one used within Acenden.My duties include facilitating workshops with varying levels of stakeholders across the business, writing and reviewing business requirements across multiple processes and ensuring the quality and accuracy of output across the design project team.

Coach and develop a team of 13+ agentsAdherence to audit requirements and reporting deadlinesManage the relationship with the external solicitor panel, holding regular review meetingsConstant development of internal policies and processes, making efficiencies and ensuring effectivenessProviding team and department performance statistics within monthly management meetings

Motivate and develop a team of between 7 - 13 Servicing AgentsDeliver regular 121 meetings and Service Quality FeedbackResponsible for the management of both outbound and inbound calling, maintaining departmental KPI’sIdentified root causes of escalated complaints to prevent reoccurrence Daily management of departmental control reportsMaintaining adequate staffing levels to ensure the smooth running of the departmentEnsuring the adherence to FCA regulations and… Show more Motivate and develop a team of between 7 - 13 Servicing AgentsDeliver regular 121 meetings and Service Quality FeedbackResponsible for the management of both outbound and inbound calling, maintaining departmental KPI’sIdentified root causes of escalated complaints to prevent reoccurrence Daily management of departmental control reportsMaintaining adequate staffing levels to ensure the smooth running of the departmentEnsuring the adherence to FCA regulations and guidelines by my team of AgentsLiaising with senior management when required and leading my peers in the absence of my line managerUnderstanding the importance of departmental SLAs and KPIs and actively adhering to these Show less

First point of contact for Agent queriesProvide Team Leader support with management of account queries, such as fee reviews and free format letter approvalProvide Team Leader cover for holidays, sickness and meetingsTrain new starters on the Collections processes and assess their progress, giving regular updates to their Team LeaderPlayed a key role to the development and implementation of training documents and processesSupport and lead the group of Collections… Show more First point of contact for Agent queriesProvide Team Leader support with management of account queries, such as fee reviews and free format letter approvalProvide Team Leader cover for holidays, sickness and meetingsTrain new starters on the Collections processes and assess their progress, giving regular updates to their Team LeaderPlayed a key role to the development and implementation of training documents and processesSupport and lead the group of Collections CoachesDeliver continuity training to Collections Agents Show less

First point of contact for borrower’s who are experiencing financial difficulties relating to their mortgage or secured loanCompleting regular financial assessments with a view to setting affordable arrears repayment arrangementsAssessment of accounts to ascertain the best course of action, both for the Company and the borrowerAdherence to FSA regulations and guidelines