Shoosmiths - Trainee collections agent

The team

The ABL team sits within Risk and Litigation services which is part of the firm’s Business Advisory Division.

Our specialist team of motor finance paralegals are highly trained to deal with asset finance recoveries using commercial strategies and to engage with the customer at an early stage of proceedings. We deal with all cases, from routine collections and undefended matters to large multi-million pound complex cases.

Within the asset finance recoveries team we have several sub teams. We have our own negotiations team, comprising experienced collections staff who engage with customers by telephone and seek to agree sensible repayment terms before legal proceedings are issued.  We also have several teams acting solely for specific motor finance clients to collect arrears and rehabilitate customers enabling them to remain in possession of their Vehicle. We have a litigation team who are issuing standard delivery – up and money claims and enforcing Judgments obtained and also now have a customer relations team dealing with customer complaints.

The role

This role is for a position in the Shoosmiths Oodle Collections team. Oodle Car Finance is changing the way people buy cars, by putting their customers’ needs front and centre of the biggest retail market in the UK. They are bringing the used-car market bang up to date by building modern, digital, retail processes around what the customer actually needs.  We currently have a requirement for a Trainee Collections Agent to, among many other responsibilities, collect arrears payments from customers who have Hire Purchase auto-finance products across the credit spectrum from prime to near sub-prime, all whilst working within the guidelines of the FCA on treating customers fairly.

Main responsibilities

• Telephone correspondence with customers, both inbound and outbound
• Taking payments from customers
• Negotiate credit arrangements
• Use your judgement to ensure all customers are treated fairly in line with FCA guidelines
• Tracing uncontactable customers
• Identify complaints and attempt to resolve the complaint in line with RSG policies and FCA requirements
• Communicate with third party agents to assist in recovering vehicles
• To be familiar with and follow the Unit's policies, procedures and processes
• Comply with all of the RSG and the firm's policies and all regulatory requirements
• Control and manage your workload effectively and efficiently using the relevant case management systems and IS resources and processes appropriately
• Be responsible and accountable for your workload including meeting internal and client SLA requirements
• Be aware of associated areas of law impacting the Unit's delivery of its service
• Recognise any potential issues in cases and refer these appropriately
• Attend and complete any training in a timely manner
• Attend internal and external meetings as required and assist in implementing changes to any Unit procedures.
• Liaise with other internal teams as appropriate
• Assist the Unit in achieving financial targets, other KPIs, management information and meeting budgets.
• Support the Unit with marketing initiatives when required and collating management information