Simon Standing
Brighton
Summary
Experienced Senior Collections Officer, recognised for exceptional problem-solving and communication skills. Improved collection processes, leading to increased recovery rates and reduced overdue accounts. Fostered positive client relationships, resulting in higher customer satisfaction and retention.
Responsible individual brings strong decision-making and relationship management skills to opportunities in debt collection and administration. Offers good attention to detail and conflict-resolution abilities for reliable credit control.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
38
38
years of professional experience
Work history
Senior collections officer
Lloyd's banking group plc
Brighton, East Sussex
07.1997 - 08.2025
- Conducted account investigations for better understanding of outstanding balances.
- Handled high volume of collection calls, resulting in fewer overdue accounts.
- Achieved lower bad debt levels with strategic collection strategies.
- Strengthened client relations with effective communication and negotiation skills.
- Adhered strictly to data protection regulations during all communications, maintaining company reputation for professionalism and integrity.
- Increased customer satisfaction by efficiently resolving disputes.
- Offered flexible payment options to clients experiencing financial difficulties, fostering goodwill whilst maintaining revenue streams.
- Completed additional duties as requested by management; demonstrated versatility and commitment.
- Implemented new procedures to increase productivity.
- Trained junior staff members, promoting a knowledgeable team environment.
- Followed company protocols to keep sensitive and financial information secure.
- Remained calm and poised when communicating with difficult clients or in stressful situations.
- Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
- Achieved performance goals on consistent basis through strong knowledge of industry best practices.
- Trained and mentored new team members on scripts, company services and performance strategies to foster team success.
- Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.
- Communicated with customers diplomatically and respectfully.
- Maintained professional tone when corresponding by phone or email.
- Handled cash drawer efficiently, supporting end-of-day reconciliation.
Retail worker
Hannington's department store
Brighton, Brighton and Hove
06.1987 - 07.1997
- Consistently met personal sales goals whilst providing excellent customer service.
- Educated customers on product features and benefits resulting in increased sales.
- Participated actively in staff meetings encouraging team spirit and cohesion.
- Assisted customers with product selection, leading to improved customer satisfaction.
- Offered personalised service to each shopper, driving repeat business.
- Followed company policies and guidelines strictly maintaining standards of operation.
- Operated till accurately to ensure smooth checkout process.
Education
GCSEs - English , Maths , History ,Geography. Art
Flamer high school
Brighton 09.1980 - 06.1984
Skills
- Trust building and relationship management
- Query resolution efficiency
- Collection tools expertise
- Debt recovery strategies
- Automated dialler systems proficiency
- FCA regulations knowledge
- Bankruptcy procedures understanding
- Confidentiality respect
- Insolvency processes familiarity
- Tactful diplomacy
- Professional empathy
- Customer relationship management
- Collections strategy development
- Repayment plan formulation
- Results orientation
- Ethical integrity
- Regulatory compliance oversight
- Customer service focus
- Budgeting and forecasting skills
- Compliance knowledge
- Attention to detail
- Payment plan negotiation skills
- Telephone etiquette proficiency
- Call centre experience
Timeline
Senior collections officer
Lloyd's banking group plc
07.1997 - 08.2025
Retail worker
Hannington's department store
06.1987 - 07.1997
GCSEs - English , Maths , History ,Geography. Art
Flamer high school
09.1980 - 06.1984