Collections/recoveries
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Work ethos has been built over 10 years of work experience. Driving business and driving results with a clear and focused vision. Ability to follow instructions as well as act on own initiative.
Experience in building a rapport and negotiating with customers. Polished telephone manner - Professional. Experienced in working under pressure.
Collections/recoveries - Monzo Bank - Remote
(2025-06 - 2026-07)
Working as part of the emails and chat response teams. Discussing repayments and working with customers to resolve their outstanding debt and offering support where needed. Quality checked in and achieved great results above 95%.
Went onto recoveries accounts in January 2026 and was working collections accounts too within the role. From May 2026 Working across collections and recoveries making outbound calls, working on budget tasks, working in app forms across Emails and chats too through both Collections and Recoveries accounts and supporting the business where needed.
Collections - Zopa Bank - Hybrid
(2024-09 - 2025-04)
Taking inbound and making outbound calls which involved delinquent accounts. Discussing repayments and working with customers to resolve their outstanding debt while adhering to FCA regulations and Data protection principles. Working as part of the escalation team and moved over to secured vehicle finance from January 2025 and achieved 100% QA results. Quality achieved was above 98% every month to date and AHT has been below target and attended the office weekly in London.
Collections - Unsecured team / Temp - Deloitte - Remote
(2024-03 - 2024-07)
Responsible for speaking and collecting arrears with customers, inbound and outbound. Assisting them with solutions tailored to help them pay back their loan and/or overdraft and having conversations about past present and future. Offering support where necessary by offering FIMA / referring them to a Debt management company.
Part of the Unsecured Team and was a FT member of staff. I managed to become accredited within the role which meant that we were subject to less QA checks, as I was not deemed as high risk and had a 90% QA success rate and accomplished their AHT targets. Using multiple systems comfortably and able to meet targets and grasp things well.
Collections Advisor - Novuna Personal Finance - Remote
(2021-04 - 2024-03)
As a first point of contact I am responsible for gaining an understating on the account and ask open, probing questions to assess their affordability, assisting customers with general enquiries too while adhering to the values of the business. Awarded one of the star members of the business within customer experience as KPI's were exceeded Year 1. Outside of my BAU role I would assist and shadow new colleagues virtually and being a support factor to the business.
Worked alongside SME's and progressed onto the SST in 2023. Assisting colleagues and management wherever required so that we are applying a lean methodology approach. Demonstrating that I can identify a customer vulnerability and log it accordingly using the TEXAS / IDEA model to ensure we gain a thorough understanding of the vulnerability.
Loggin complaints, Closing complaints and if necessary escalating them to the appropriate team/dept.
Customer Services Representative – Connect - Lloyds Bank PLC
(2019-11 - 2021-04)
Developed my understanding within banking alongside an experienced team manger, taking and assisting customers with their retail and online banking. Responsible for delivering outstanding service and exceeding kpi's. Following company policies, procedures, guidelines and expectations.
Upskilled to digital banking which focused on elements of fraud detection, understanding how to navigate through the platforms provided for a better end user experience whist focusing on delivering a great end user experience. Sub-contracted through Blue Arrow.
Customer Services Representative – Connect - Lloyds Bank PLC
(2019-01 - 2019-09)
Delivering excellent customer service by responding to questions, queries and complaints and showing empathy with a professional approach. Daily routines consist of helping customers transfer funds, providing information about LGB products and services, being a first point of contact for general banking to Lloyds bank customers. This role enabled me to develop my organisational, administrative and inter- personal skills as well as gaining an understanding for banking processes.
Sub-contracted through Capita.
Uber Driver (TFL) - Self employed - London, UK
(2016-02 - 2018-12)
Providing exceptional customer experience to all customers in London UK.
BSc - Business Management - University of Surrey, Guildford (2007-01 - 2011-07)
AVCE - Business Studies - Sir George Monoux 6th Form College, Walthamstow (2004-01 - 2006-01)
A-level - Academy of finance - Sir George Monoux 6th Form College, Walthamstow (2004-01 - 2006-01)
