pib Group
Lincoln, Lincolnshire
Debt Recovery Manager Key Responsibilities: - Ensure that the team provides courteous and professional customer service while negotiating repayment terms with customers - Address escalated customer issues and resolve complaints in a timely manner, maintaining a high standard of customer satisfaction - Liaise with internal and external stakeholders, including legal and compliance teams, to address complex cases and escalate issues when necessary. - Constant review of the recovery process to ensure it adheres to all regulatory requirements adhering to the requirements of the insurer and management. - Adhere to all relevant policies, local processes, regulatory and business service level agreements - Conduct regular performance reviews, provide coaching, and support ongoing development to enhance the team s skills and productivity. - Establish, implement and manage sustainable repayment arrangements tailored to the needs of both the Business and Debtor ensuring late payments are chased and enforcement action taken. - Accurately manage and calculate settlement figures for all debtors, supporting all areas of the business in relation to RG Claims Recoveries. - Accurately manage & calculate financial payment requisitions as part of the recoveries process and ensure that payments are made to the Landlord efficiently with relevant tracking & recording in place. - Work closely with outsourced providers to maximise the success of recovery through strategy planning and efficient query handling. - Prepare regular reports on recovery rates, team performance, and other key metrics for management review - Foster a positive work environment, promoting teamwork and cooperation within the team and across departments. - Stay updated on changes in industry regulations and ensure that the team adheres to all applicable laws, policies, and guidelines. - Conduct audits of recovery activities to ensure compliance and address any deviations from company policies. Conduct Rules and Fitness & Propriety All PIB employees are expected to conduct themselves with integrity and professionalism, placing the customer at the centre of all we do and is central to our culture. You must adhere at all times to the FCA s Conduct Rules set out below. Individual Conduct Rules: You must act with integrity. You must act with due skill, care and diligence. You must be open and cooperative with the FCA, the PRA and other regulators. You must pay due regard to the interests of customers and treat them fairly. You must observe proper standards of market conduct. You must act to deliver good outcomes for retail consumers. Compliance with the FCA Conduct Rules is required at all times and will be evidenced through annual performance reviews. Fitness & Propriety You will be assessed on a regular basis in line with PIB s requirements to ensure that you: Maintain your fitness at an appropriate level to undertake the function you perform in a sound and prudent manner at all times-this relates to your experience, knowledge, skills and professional qualifications(where appropriate) and associated CPD. Maintain your propriety at all times-this relates to good repute, honesty, integrity and financial soundness. This includes advising the firm of any changes in circumstances and conflicts of interest that could materially affect your fitness or propriety. Have undertaken or are undertaking all relevant training. Compliance of Fitness & Propriety will be evidenced through PIB s annual checks on Fitness & Propriety (e.g. financial soundness), through annual performance reviews and through completion of your Fitness & Propriety Declaration. Person specification Qualifications - GCSE C or above or equivalent - English and Maths - Degree in Business, Finance, or a related field Experience - Proven experience in a debt recovery, collections, or a similar role, with at least 2 years in a leadership position. - Experience of working effectively under pressure and meet targets in a fast-paced environment. - Understanding of HomeLet as a business and its aims and objectives - Understands and has experience of working with customers identified as vulnerable Knowledge - Strong knowledge of recovery strategies, legal regulations, and industry best practices. Skills - Collaborative Working- Encourages Co-Operative Working - Communicating Clearly- Promotes Two-Way Communication - Leading & Developing- Enables the Performance of Others - Thinking Customer- Strives to Deliver Excellence - Commercial Mind-set- Identifies opportunities to reduce costs - Analysing & Initiating- Applies Analytical Rigour - Adapting & Responding- Adapts to Change - Taking Ownership- Seeks New Opportunities Creating & Innovating- Encourages Innovation - Planning & Prioritising-Plans and Monitors Deliverables Attitude - Demonstrates strong leadership by guiding, supporting, and inspiring the team to achieve their goals. - Shows empathy, understanding the challenges they may face and demonstrating patience during difficult conversations - Committed to maintaining a positive customer experience while balancing the need for effective debt recovery. - Handles challenging situations calmly and remains composed under pressure, especially when dealing with sensitive financial matters. - Pays careful attention to detail at all times. REF-(Apply online only)
Debt Recovery Manager Key Responsibilities: - Ensure that the team provides courteous and professional customer service while negotiating repayment terms with customers - Address escalated customer issues and resolve complaints in a timely manner, maintaining a high standard of customer satisfaction - Liaise with internal and external stakeholders, including legal and compliance teams, to address complex cases and escalate issues when necessary. - Constant review of the recovery process to ensure it adheres to all regulatory requirements adhering to the requirements of the insurer and management. - Adhere to all relevant policies, local processes, regulatory and business service level agreements - Conduct regular performance reviews, provide coaching, and support ongoing development to enhance the team s skills and productivity. - Establish, implement and manage sustainable repayment arrangements tailored to the needs of both the Business and Debtor ensuring late payments are chased and enforcement action taken. - Accurately manage and calculate settlement figures for all debtors, supporting all areas of the business in relation to RG Claims Recoveries. - Accurately manage & calculate financial payment requisitions as part of the recoveries process and ensure that payments are made to the Landlord efficiently with relevant tracking & recording in place. - Work closely with outsourced providers to maximise the success of recovery through strategy planning and efficient query handling. - Prepare regular reports on recovery rates, team performance, and other key metrics for management review - Foster a positive work environment, promoting teamwork and cooperation within the team and across departments. - Stay updated on changes in industry regulations and ensure that the team adheres to all applicable laws, policies, and guidelines. - Conduct audits of recovery activities to ensure compliance and address any deviations from company policies. Conduct Rules and Fitness & Propriety All PIB employees are expected to conduct themselves with integrity and professionalism, placing the customer at the centre of all we do and is central to our culture. You must adhere at all times to the FCA s Conduct Rules set out below. Individual Conduct Rules: You must act with integrity. You must act with due skill, care and diligence. You must be open and cooperative with the FCA, the PRA and other regulators. You must pay due regard to the interests of customers and treat them fairly. You must observe proper standards of market conduct. You must act to deliver good outcomes for retail consumers. Compliance with the FCA Conduct Rules is required at all times and will be evidenced through annual performance reviews. Fitness & Propriety You will be assessed on a regular basis in line with PIB s requirements to ensure that you: Maintain your fitness at an appropriate level to undertake the function you perform in a sound and prudent manner at all times-this relates to your experience, knowledge, skills and professional qualifications(where appropriate) and associated CPD. Maintain your propriety at all times-this relates to good repute, honesty, integrity and financial soundness. This includes advising the firm of any changes in circumstances and conflicts of interest that could materially affect your fitness or propriety. Have undertaken or are undertaking all relevant training. Compliance of Fitness & Propriety will be evidenced through PIB s annual checks on Fitness & Propriety (e.g. financial soundness), through annual performance reviews and through completion of your Fitness & Propriety Declaration. Person specification Qualifications - GCSE C or above or equivalent - English and Maths - Degree in Business, Finance, or a related field Experience - Proven experience in a debt recovery, collections, or a similar role, with at least 2 years in a leadership position. - Experience of working effectively under pressure and meet targets in a fast-paced environment. - Understanding of HomeLet as a business and its aims and objectives - Understands and has experience of working with customers identified as vulnerable Knowledge - Strong knowledge of recovery strategies, legal regulations, and industry best practices. Skills - Collaborative Working- Encourages Co-Operative Working - Communicating Clearly- Promotes Two-Way Communication - Leading & Developing- Enables the Performance of Others - Thinking Customer- Strives to Deliver Excellence - Commercial Mind-set- Identifies opportunities to reduce costs - Analysing & Initiating- Applies Analytical Rigour - Adapting & Responding- Adapts to Change - Taking Ownership- Seeks New Opportunities Creating & Innovating- Encourages Innovation - Planning & Prioritising-Plans and Monitors Deliverables Attitude - Demonstrates strong leadership by guiding, supporting, and inspiring the team to achieve their goals. - Shows empathy, understanding the challenges they may face and demonstrating patience during difficult conversations - Committed to maintaining a positive customer experience while balancing the need for effective debt recovery. - Handles challenging situations calmly and remains composed under pressure, especially when dealing with sensitive financial matters. - Pays careful attention to detail at all times. REF-(Apply online only)
