Sandeep Singh
London
Summary
Driven Collections Associate with proactive approach to managing financial accounts and resolving disputes. Demonstrates strong communication skills and aptitude in problem-solving, ensuring seamless client interactions. Aims to enhance recovery rates and contribute to financial stability of organisation.
Overview
12
12
years of professional experience
Work history
Customer Support and Collections Associate
Close Brother Asset Finance Ltd
Wimbledon
2022.11 - 2026.03
- Mitigate losses through proactive engagement with customers facing financial difficulties and implementation of tailored collections and recoveries strategies.
- Dealing with up to 150+ Accounts
- Dealing with High exposure accounts 500K +
- Facilitated confidential and empathetic communication with customers via telephone, post, and email.
- Facilitate understanding of customer circumstances through structured questioning and income and expenditure analysis techniques.
- Educated customers on diverse repayment options to enhance financial literacy and autonomy.
- Identify and address customer vulnerability, ensuring appropriate care and coordinating additional support as necessary.
- Executed collections and recoveries standards and associated procedures to ensure compliance in all customer dealings.
- Document customer dissatisfaction in accordance with established complaints and escalation procedures.
- Document communications and case strategies to ensure comprehensive record-keeping and facilitate future reference.
- Escalate complex queries or situations beyond initial resolution capacity to higher-level support or management.
- Enhanced customer and bank outcomes through targeted improvements to processes and services.
- Engaged proactively with collections colleagues across wider CBAFL business to enhance collaboration and knowledge sharing.
- Achieved individual and team KPIs through strategic planning and execution.
- Ensure compliance with training and competence scheme to maintain operational excellence.
- Oversaw customer interactions to enhance satisfaction and build loyalty.
- Ensured compliance with governance and regulatory requirements by overseeing all reporting and reviewing activities to maintain high standards.
- Recommended credit limit adjustments based on customer payment behaviours, promoting financial stability within organisation.
Collections Account Manager
Loans 2 Go
Putney
2018.08 - 2022.01
- Reduced customer complaint volumes within collections and recoveries by implementing effective communication strategies.
- Managed escalated and complaint calls to ensure effective resolution and customer satisfaction.
- Facilitated training sessions to enhance employee skills in improving customer journeys.
- Authorised and managed refunds on accounts to ensure customer satisfaction and trust.
- Advocated for equitable treatment of customers to foster trust and loyalty.
- Facilitated training sessions to enhance employee skills in optimising customer journeys.
- Negotiated repayment terms for outstanding arrears owed by Loans 2 Go customers to foster financial responsibility and customer satisfaction.
- Engaged customers and third parties through various communication channels, including outbound and inbound telephone calls, letters, emails, and SMS.
- Executed tactical negotiation techniques to expedite recovery of outstanding debts.
- Orchestrate identification and arrangement of suitable and sustainable payment plans aligned with customers' current financial circumstances.
- Facilitated comprehensive income and expenditure documentation with customers to evaluate affordability and establish resolutions for accounts.
- Ensured compliance with industry and regulatory standards to deliver positive outcomes for customers and business decisions.
- Processed payments and managed transactions over phone with efficiency and accuracy.
- Utilise multiple internal software systems to oversee and optimise customer accounts.
- Facilitated care for vulnerable customers, ensuring application of forbearance in applicable situations.
- Conducted vehicle valuations to determine fair market value and facilitate repossession decisions.
Corporate Collection Agent (Credit Control)
CCS Collect
Croydon
2014.08 - 2018.08
- Oversaw credit control operations for corporate and individual clients to ensure effective debt recovery processes.
- Facilitated communication with businesses and insurance firms for clients.
- Administered preparation of accounts for litigation involving liquidated and bankrupt companies to ensure compliance and accuracy.
- Prioritised workload to ensure adherence to strict deadlines.
- Negotiated repayment plans to facilitate timely resolution of financial disputes.
- Assisted in ensuring compliance with data protection regulations.
- Delivered exceptional customer support to enhance overall satisfaction and retention.
- Assisted customers through phone and email communications.
- Conducted inbound and outbound calls to assist customers.
- Supported achievement of monthly cash targets.
- Engaged with debt management agencies to optimise financial solutions for clients.
- Ensured compliance with Data Protection Act.
Skills
- Negotiation tactics
- Client management for 150 accounts
- High exposure account handling up to 500K
- Weekly watch list meetings
- Financial analysis
- Risk assessment
- Conflict resolution skills
- Compliance management
- Cross Chanel communication
- Client relations management
- Precision administration
- Analytical problem-solving
- Target metrics
- Issue resolution
- Asset financing knowledge
LANGUAGES
English, Punjabi and Hindi
REFERENCES
Available upon request.
INTERESTS
Drone pilot, running, music, films, snooker and current affairs
Timeline
Customer Support and Collections Associate
Close Brother Asset Finance Ltd
2022.11 - 2026.03
Collections Account Manager
Loans 2 Go
2018.08 - 2022.01
Corporate Collection Agent (Credit Control)
CCS Collect
2014.08 - 2018.08