Loan Servicing and Collections Coach

Up to £55000.00 per annum + Benefits | Brentwood, Essex

Job Title: Loan Servicing/Collections Coach

Location: Hybrid, 2 days a week in the Brentwood in Essex office

Salary: Up to £55,000 depending on experience

Working hours: Monday to Friday 9 am to 5:30 pm


  • 25 days holiday rising by 1 day a year for each full year of service up to 28 days
  • After 3 months, Pension – Employer Contribution 5.4%, Employee salary sacrifice contribution 2.6%. Employees can contribute more through the salary sacrifice scheme.
  • After 6 months, Private Medical, currently with AXA
  • After 6 months, Life Cover – 4x Annual salary
  • Eye care vouchers
  • Perkbox – discount app and wellbeing hub
  • Costco membership at renewal in December
  • Free parking
  • Free hot drinks
  • Relaxed dress code

About the role of Loan Servicing/Collections Coach

As a Loan Servicing/Collections Coach you will identify coach, train, and develop the Servicing staff. Through the evaluation of performance, trend and root cause analysis, assurance feedback, and MI, drive bespoke group and 1-2-1 coaching or training sessions, both face-to-face and virtual, to optimize call handling, and deliver good customer outcomes. Assist Servicing management to ensure processes and procedures are delivering the right outcomes for the company and its customers, and that all regulatory requirements are being adhered to. Document clear and effective coaching plans to support staff and Team Leaders. Work with Compliance and Servicing management to review and identify key trends and areas of improvement in line with overall business strategies.

Responsibilities required for the role of Loan Servicing/Collections Coach

  • Ensuring that all Coaching sessions are completed in line with SLAs.
  • Provide feedback and solutions to influence business change, most notably areas concerning improvements in quality and customer experience.
  • Analysing the effectiveness and efficiency of coaching through QA results, driving the creation of bespoke coaching and/or training plans. Provide specialist advice, knowledge, and best practices to deliver call quality optimisation across the teams within the department.
  • Liaising with Compliance to discuss key emerging trends and to ensure calls are compliant and conform to all regulatory requirements (FCA and OFT).
  • To provide support to the Servicing Department Team Leaders, in the creation of bespoke coaching plans for staff.
  • Documenting monthly coaching reports on team and individual performance, issuing to the Head of Servicing and relevant Team leader to review.
  • Lead and participate in regular monthly calibration sessions with Compliance and Servicing Team Leaders
  • Conduct monthly meetings with Team leaders to debrief on good and poor practices being adopted in relevant teams or by individuals or cohorts or individuals, providing recommendations where appropriate for improvement.
  • Develop coaching plans and training packages for Servicing staff to optimise engagement skills and ultimately, good customer outcomes.
  • Working collaboratively with Compliance and Team Leaders to ensure a consistent approach and consistent outcomes.
  • Other ad hoc projects and tasks as appropriate

Experience required for the position of Loan Servicing/Collections Coach

  • Experience within Financial Services, with experience within the mortgage sector a distinct advantage.
  • Experience within a collections or loan servicing environment is highly desirable.
  • Essential to the role is having advanced engagement and coaching skills.
  • Excellent knowledge of regulatory requirements (FCA, and OFT).
  • Previous experience using analytical tools such as Qlikview, the successful candidate must demonstrate a proven ability to use Excel, Word, PowerPoint and Visio to an advanced level
  • Excellent statistical and mathematical skills, high attention to detail and a high level of accuracy.
  • Proven ability to deliver to deadlines.
  • Good communication skills, and ability to deal with stakeholders at all levels of the business.
  • Strong report writing skills.
  • Ability to monitor and analyse change.
  • Strong influencing and relationship-building skills.

For more information regarding the role of Loan Servicing/Collections Coach please contact us.

Stellar Select is acting as an employment agency and is a corporate member of the REC.

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.

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