Arrears Management

Arrears Management In line with the release of the FCA’s Thematic Review in Arrears Management in Unsecured Lending, at YnR we have carried out our own mini review on this important function. What did we find?  Whilst most organisations have relevant policies and procedures in place and frontline staff fully trained on TCF and Vulnerable Customers.  This is a vast improvement and a move in the right direction, however, for some organisations we have found in essence this has been translated to acceptance of information relayed by the customer.    So may I say it?  This is resulting in over forbearance and…

VACANCY: Call Quality Analyst (Collections) Leeds

Job Title: Call Quality Analyst (Collections) Status: Permanent / Full time (Monday to Friday – 4 days at 8am to 4pm and 1 day at 11am to 7pm) Client: Law firm Location: Leeds City Centre Salary: £20,000 plus Benefits Successful candidate will undertake call quality scoring, deliver coaching and feedback; work closely with agents to encourage continuous improvement in call quality. They will carry out regular audits on a daily basis to ensure processes and procedures are being followed. Responsibilities will include: Auditing calls across the collections floor based on a daily target Provide coaching/feedback to agents, seniors, team leaders and work with them to…