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Collections Team Leader

Posted on
Salary £24,000 - £30,000 depending on experience

Collections Team Leader

A new opportunity has arisen to join and lead our Collections team. Here at Tipton we look to proactively manage and support our customers who are in financial hardship from the moment they anticipate difficulties to the sale of a property in possession, we work with customers to rehabilitate their mortgage and to try and ensure they can keep hold of their property. We have an outstanding track record and we are looking for someone to continue this. 

Key Accountabilities

  • Responsible for proactively contacting borrowers at various stages of arrears in order for the borrower to get up to date with their repayments and where appropriate agree tailored solutions with the borrower
  • Accountable for the overseeing the management of borrowers in pre/early and actual arrears
  • Taking payments from customers & authorised parties including setting up Direct Debit instructions
  • Accurately record events onto the Account administration systems adhering to DPA and GDPR requirements
  • Respond to customer queries in the form of free format letters, where appropriate
  • Effectively negotiate arrangements offered, using influencing and negotiation techniques including:
       Accurately capturing information to assess customer circumstances including customer Income & Expenditure information
       Ensure decisions are made in line with Society's Policy and Financial Regulations & Legislation
       Consideration of Forbearance options
  • Identifying & assessing vulnerable customers & considering/applying forbearance solutions
  • Instruct third parties or solicitors where appropriate in line with policy and process
  • Investigate & respond to complaints raised by customers and/or their representatives
  • Carry out the administration of Term Expired cases including
       Written communication and conducting telephone calls
       Considering/offering forbearance/redemption
       Accurately recording events and proposed/agreed solutions
  • Investigating and responding to customer queries relating to Credit Reference Agencies records
  • Accountable for reviewing the processes & procedures as part of a continuous improvement programme and ensuring all legislation is relevant and current
  • Prepare the monthly MI and Board papers as required
  • Carry out other tasks, projects & duties as required
  • Embrace the Society Values and deliver a customer experience ensuring we do the right thing for our customers


  • Communicates effectively
  • Time Management
  • Drives for Results
  • Customer Focus
  • Service Quality
  • Adaptability
  • Interpersonal Skills
  • Functional/Technical Knowledge
  • Negotiating for Success
  • Decision Making

Qualifications & Experience

CeMap a pre-requisite

Minimum of 5 GCSEs (or equivalent) at C, to include Maths and English

Knowledge, Skills

  • Has a clear track record of managing arrears, forbearance and term expiry cases
  • Ability to work in within a target-driven, telephoned based financial environment with a desire to exceed expectations
  • Positive attitude and resilient when faced with challenging situations
  • Ability to assess, analyse & recommend solutions to customer & process related challenges/problems

Closing date: 19 January 2018

Applications to include a full CV with a covering letter demonstrating your suitability for the role.