Stuart Parr

I had worked with the UK Collections manager Lauren at my previous role at Hoist finance. I was approached by Lauren as she had a position open up on her team at Clearpay which I accepted. The fact that I was approached for the position gave me confidence that I would be a good fit for this team and shows that in my previous role I had done enough to convince Lauren that I am a hard worker and can be trusted to work efficiently without the need to be micromanaged. My roles on the collections team include:

• Carrying out day-to-day duties accurately and efficiently.
• Taking charge of the UK Collections queue to ensure that tickets are worked within SLA and to a high standard.
• Quickly learning and applying new skills to daily tasks, improving efficiency and productivity.
• Successfully delivering on tasks within tight deadlines (Reconciliation/Debt respite breathing space audits/UK Collections queue).
• Demonstrated respect, friendliness and willingness to help wherever needed. Including providing daily assistance to our complaints team when they require information relating to customer payments or DCA information.
• Training new members of the team as well as members from our Australian team to help with annual leave cover.
• Working closely with our DCAs to ensure that our customers' journey is as smooth as we can make it, as well as raising any issues that come to light which may affect the customer journey, and resolving these issues as quickly as possible.
• Working out of hours in busy periods to make sure that the team's workload is kept under control.
• Taking on the responsibility for the team when the team manager is off on annual leave and taking on additional tasks to support the team, our DCA's and the wider operations teams during this period
• Displaying energy and enthusiasm in fast-paced environment.

In July 2020 an high number of people at Hoist finance were made redundant to meet business needs and this included the legal team i was part of. I was lucky enough to find a new job before the redundancy period began, this was a new role for me in an industry I had not worked in before but I felt like this was a challenge i couldn't turn down.

Whilst working for HR Owen my main role was to collect customer's car from their homes and bring them in to be serviced or repaired. I would then return the cars once all work had been completed. Other roles in this job included;

• Assisting the parts team in selecting parts needed for car services and repairs.
• Conducting stock checks, and ordering new parts when stock was getting low.
• Helping the valeters clean cars before returning them to customers.
• Ensuring the workshop was clean and up to health and safety standards.
• Meeting customers face to face when collecting cars and maintaining the high quality service expected by the business.
• Delivering and collecting cars and parts to our other dealerships in London, whilst building professional relationships with each dealership.

When a position became available, I moved from the Post Sales support team to the legal team in order to gain more knowledge about the business, and to challenge myself. This job included roles such as:

• Working with our solicitors to file the required paperwork at times when legal action was being taken against our customers.
• Accessing data from the Land Registry to check for charging orders placed by the original owner of the debt, and filing paperwork to remove this from the registry once the outstanding balance had been paid.
• Assisting our collections and post-sales support team to help them with any legal queries raised by the customers they spoke to.
• Ensuring that all legal action taken was done so correctly and in due time, to keep the business within regulation.

I began working at Hoist Finance, which is a debt purchaser. I was part of the post-sales support team, which was in charge of handling customers' accounts once they had been purchased from the bank or credit card provider. Some of the roles I took on included:

• Assisted customers in setting up payment arrangements once their debt had been purchased from their bank, credit card provider.
• Managed complex customer issues to successful resolution.
• Handled between 50 and 70 customer calls per day.
• Handled customer queries and issues with friendly, knowledgeable service and support.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Worked closely with the credit reference agencies to ensure that reporting for each customer was correct.
• Worked with our legal team in cases where legal action had been taken against our customers (CCJ, Charging Order, etc.) and to remove these from customer's credit files when neccesary.