Collections Strategy Analyst

Lowell ,
Maidstone, Kent
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Overview

We're Lowell. Haven't heard of us? Then let us say hello. You may not know us, but our reputation's growing. We help our customers pay off their debts in practical and affordable ways. And, we do it honestly, ethically, and without any confusing legal jargon. We're expanding quickly, and looking for people who really want to help our customers turn their finances around. People who really want to make a difference. People like you? So that's us. Now, let's talk about your role. An optimised collections strategy is central to Lowell achieving its mission to 'Engage with customers in financial difficulty to collect debt in a fair way'. Effective and efficient collections strategy capabilities allows Lowell to determine the 'next best action' for customers, giving them an easy and flexible experience, as well as optimising business value. Our collections strategies continue to deliver performance at scale with high quality. However, it also needs to evolve to enable quicker change and increased resilience. You will be the designer of end to end collections strategies and drive the evolution to the future state of our strategies. Working with the Collections Strategy Manager you would be looking to improve the way we use our contact channels in engaging with our customers in effective and efficient way. You will closely work with the Omni Channel Manager to implement new trials on the Dialler, messaging platforms such as SMS, Emails and Web to optimise performance and focusing on customer outcomes. This position will provide an excellent opportunity for you to utilise and grow your expertise and bring in new ideas and solutions to the business Accountabilities and Responsibilities: Designing and deploying collections strategies which are directly linked to scorecard model and outputs Strategy deployment which are effective and efficient at customer and account cohorts Demonstrate strategy effectiveness and effeciency by constantly assessing cost and collections performance Developing and deploying champion challenge strategies to drive continous improvement agenda Using tools such as SAS, and SQL Produce statistical analysis and reporting on effectiveness of champion challenge trials Produce in-depth analysis across all contact channels and collections strategies in order to drive efficiencies and effectviness Actively seek opportunities embeding lean principles of eliminate, digitise or move Provide support to Omni Channel Manager to implement Champion Challengers and Strategies across contact centre technologies. Provide analysis on Automated solutions and customer outcomes to help drive further benefit Manage the control environment for their portfolios, ensuring all risks are known and raised appropriately as well as maintaining oversight of the effectiveness of strategy controls and processes Provide guidance and coaching to Strategy analysts building an evironment which promotes healthy debates Ensure all collection strategies comply with all regulatory requirement, polices, and align to industry best practice How do we say thank you? You have a huge impact on our success and our rewards reflect this. With us you'll get: A competitive salary and annual pay reviews A annual bonus for a job well done 3% flexible benefits; whether you're into fitness or extra holidays, there's something for you. Want more? Our on-site subsidised restaurants serve great food all day. Cancel your gym membership we have one on site - it's free Free parking. A fantastic culture with more little perks along the way. Once you get here, you'll still be going places. We really want to work with you to make your career what you want it to be, so we offer a load of different opportunities to help you develop. What do we need from you? To make the grade, you'll need the following expertise: Strong analytical capabilities is a must. Using SAS or SQL or any other analytics packages e.g. python, R. Extensive experience of deploying collections and customer strategies with continuous improvements delivery through data driven insights and well-constructed trials Experience of translating complex business processes and data insights into simple views and language Strong customer and commercial awareness Good understanding of scorecard modelling process with the ability to assess scorecard performance Influencing change through senior stakeholder management experience is a must have Coaching skills to develop new and emerging talents within the team and wider organisation Experience of Lean and Agile principles Take the next step and apply Got the lowdown? Like what you see? Take the next step and apply. This job was originally posted as www.totaljobs.com/job/89779707

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