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Collection and Recoveries Coordinator

Date: 19-Jun-2019


Company: Honda Motor Europe Ltd

Job Title:Collection and Recoveries Coordinator 
Job Location: [[location]] 


The Collections and Recoveries Administrator reports to the Collections and Recoveries Manager and will be the day-to-day contact for customer’s agreements in financial difficulty. This involves talking to customers in a variety of often-sensitive situations ensuring the customers agreement is managed effectively and kept up to date and  that HFE are providing the best possible service to the customer whilst keeping in mind the needs of the business.


Main Responsibilities: 

  1. General Communication
  • Pre-Arrears Agreement Handling speaking with customers who potentially will not be able to afford future repayments.
  • Early arrears Agreement Handling helping customers who have just entered into arrears and trying to negotiate repayment plans in order to get the agreement back up to date.
  • Liaising with Customer Service Representatives or Door Knockers working on behalf of HFE providing account information and updating customer agreements accordingly.
  • Vehicle Repossessions, dealing with both the third party agents who are actively trying to recover the asset and also customers who may subsequently contact HFE following contact by the third party or during the process of the actual repossession.
  • Compassionate Handling of Deceased Agreements. Speaking with all parties involved in this process including the next of kin or family members and executors of the estate and solicitors.
  • Identifying & referring any agreements that may potentially involve Fraud.
  • Tracing of GoneAways.  
  • Referring agreements for potential Pre-Litigation Action.
  • Shortfall liability, discussing outstanding liabilities with customers following the end of contract on the agreements.


  1. Regulatory Administration
    • Action Consumer Credit Act (CCA 1974) correspondence in line with processes and company requirements
    • Assist Management in the production and maintenance of FCA complaint and TCF work policies and procedures, with a focus on financial difficulties and vulnerability.
    • Understand and apply FCA CONC rules with dealing with each customer agreement


  1. Other Duties     
  • Assist in any projects, system upgrades, etc. when required
  • Proactively seek to improve processes and procedures within department
  • Continuing to enhance one’s own learning’s and education
  • Recognise and refer any Vulnerable Customer through telephone conversations and written communication with the customer.
  • Assist in External Partner Agreements where appropriate
  • Complaint handling; speaking with the customer and taking details of their complaints and then referring to Team Leader/Manager and preparing any initial draft correspondence


Qualifications, skills and experience required:

  • Knowledge of using a range of office software, including email, spreadsheets and databases
  • Experience in preparing and analysing reporting data for management accurately and to timescales
  • Able to demonstrate good organisation, prioritisation, and time management skills
  • Demonstrate successful communication with internal and external customers at all levels via telephone and email
  • Be a positive example and brand ambassador for HFE
  • Ability to interact with senior management
  • Motor Finance experience would be an advantage


Honda Motor Europe is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors. Central to this is Honda's commitment to being a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal. This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.

Job Segment: Law, Accounts Receivable, Collections, Brand Ambassador, Legal, Finance, Marketing

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