NATASHA JAMES-DAY
Halesowen
Summary
A highly organised professional with expertise in debt recovery, known for effective communication and the ability to work under pressure. Demonstrates resilience and compassion, ensuring empathetic interactions while achieving results. Quick learner with efficient time management skills, committed to continuous improvement and excellence in all tasks undertaken.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
Work history
Recoveries Relationship Manager
Natwest
Birmingham
2017.06 - Current
- Managed portfolio of over 50 insolvency cases for small businesses and self-employed individuals.
- Communicated clearly with customers via phone, email, and letters.
- Applied government scheme lending knowledge and followed recovery process rules.
- Listened empathetically to customers and assessed individual needs to provide best assistance options.
- Coordinated with cross-functional teams and external experts while updating stakeholders.
- Identified, managed, and mitigated risks by monitoring current bank policies.
- Applied insolvency and debt recovery knowledge to guide case decisions.
- Created recovery strategies and implemented them for compliant resolution.
- Maintained accurate records management across case files.
- Used Microsoft tools including Word, Outlook, Excel, and Teams daily.
Executive Matchday Steward
West Bromwich Albion FC
West Bromwich
2015.08 - Current
- Build customer relationships to reduce chances of incidents occurring.
- Manage conflict quickly to prevent escalation and protect service users.
- Communicate clearly and issue firm, polite instructions to customers.
- Deliver friendly, confident, customer-focused service throughout each interaction.
- Investigate reports, then take early action during incidents.
- Prioritise customer safety by acting immediately when risks appear.
Evictions Technical Specialist
Natwest
Birmingham
2013.01 - 2017.06
- Supported customers throughout repossession processes by sharing clear, accurate information with customers in understandable language.
- Kept calm and empathetic during challenging customer conversations.
- Mentored new staff and delivered training for day-to-day case handling.
- Reviewed case files thoroughly to determine suitable outcomes for bank and customer.
Collections & Recoveries Telephonist
Natwest
Birmingham
2012.04 - 2013.01
- Handled customer conversations from pre-collections to recoveries, identifying issues and facilitating resolutions.
- Applied debt recovery knowledge to clearly explain processes, enhancing customer understanding and satisfaction.
- Documented call details accurately, ensuring records remained current and accessible.
Education
BTEC National Diploma - Graphic Design
Birmingham Metropolitan College
Birmingham 2008.09 - 2010.07
8 A-C GCSEs -
Perryfields High School
Oldbury, Sandwell 2003.09 - 2008.07
Skills
- Debt recovery expertise
- Negotiation techniques
- Client relationship management
- Time management
- Ability to work under pressure
- Effective communication
- Resilience
- Quick learner
- Customer Service
- Organised and efficient
REFERENCES
References available upon request
References
References available upon request.
Timeline
Recoveries Relationship Manager
Natwest
2017.06 - Current
Executive Matchday Steward
West Bromwich Albion FC
2015.08 - Current
Evictions Technical Specialist
Natwest
2013.01 - 2017.06
Collections & Recoveries Telephonist
Natwest
2012.04 - 2013.01
BTEC National Diploma - Graphic Design
Birmingham Metropolitan College
2008.09 - 2010.07
8 A-C GCSEs -
Perryfields High School
2003.09 - 2008.07