Contract - Collections & Recoveries Coordinator

Date: 18 May 2024

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home for a maximum of 50% of the working days in any one month, again providing there is no business requirement to attend the office.

Role:
The Collections and Recoveries Coordinator will be the day-to-day contact and escalation for customers that are in serious financial difficulty. This involves talking to customers in a variety of often sensitive situations ensuring the customer’s agreement is managed effectively and kept up to date and that Honda Financial Services (HFS) are providing the best possible service to the customer whilst keeping in mind the needs of the business.

 

This role requires the flexibility to work a shift pattern between 9.00am – 6.00pm Monday to Friday and there may be requirements for an occasional Saturday, with a day taken off in lieu during the week. 

 

Main Responsibilities:
General Communications

  • 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. 
  • Identifying customers are Vulnerable and following the HFS Vulnerable Customer Policy when speaking with them.
  • Treating customer fairly with forbearance options and due consideration throughout the whole collections process.
  • Vehicle Repossessions, dealing with both the third party agents who are actively trying to recover the asset and also customers who may subsequently contact HFS following contact by the third party or during the process of the actual repossession. 
  • Handling of Deceased Agreements. Showing compassion when 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 and tracing of Customers who have been reported as Gone Away.  
  • Referring agreements for potential Pre-Litigation Action.
  • Shortfall liability, discussing outstanding liabilities with customers following the end of contract on the agreements, and providing forbearance options.

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.

Other Duties     

  • Assist in any projects, system upgrades, etc. when required.
  • Proactively seek to improve processes and procedures within department.
  • Working with other associates in HFS teams to find the best solution for 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.
  • Have strong analytical and problem-solving skills, able to make sound business decisions, and use good judgement. 
  • Able to demonstrate successful communication (verbal and written) with internal and external customers at all levels via telephone and email.
  • Comfortable negotiating, discussing sensitive financial issues, and finding solutions keeping both the business and customer in mind.
  • Solicits feedback and on-going communication with various departments and external partners to improve overall efficiencies and promote good customer. 


Desirable

  • Experience in the Motor Finance sector or equivalent finance industry. 
  • Experience and understanding to apply FCA CONC rules with each customer agreement.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.


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