Motor Finance firms have become a core part of Kind Consultancy’s client-base over the years, and is one area within UK Financial Services that has really benefited from our Kind Agile Solutions contract recruitment offering, especially as the sector has faced more and more attention from regulators. Read on for a Case Study looking at how we helped one Motor Finance organisation in need of a significant increase in Collections resource –

A large, established motor finance company required additional support within their collections team to work with vulnerable customers in relation to their payment plans. Due to an ongoing relationship, the client reached out to Kind Consultancy asking for them to supply experienced interim Collections Consultants for a 12-month project.

Kind selected people from the King Agile Solutions bench who had a mixture of collections experience and complaint handling experience across Financial Services, combined with a history of working with vulnerable customers. The combination required for the project was a very specialised skill set and the client recognised that these are not people they would be able to find on their own quickly. When a second request came after the appropriate members of the Agile Solutions team were already with the client, Kind then conducted a full deep market search using a mix of methodologies to identify key talent that could be utilised in this project, rapidly taking care of all screening and compliance requirements before they joined the client.

Our contractors went through training and route-to-competency with the client and were fully operational and supporting the team within 4 weeks of the first request coming to Kind.  This has resulted in a significant number of customers being contacted and able to get the specialised support they needed, whilst maintaining strong customer service for the client. The client has expressed great satisfaction with both Kind Consultancy’s service and with the quality of the contractors, and shared their intention to come back to Kind in future should they have similar resource needs.

A large, established motor finance company required additional support within their Collections team to work with vulnerable customers in relation to their payment plans.

Due to an ongoing relationship across previous recruitment projects, the client reached out to Kind Consultancy asking for assistance supplying experienced interim Collections Consultants for a 12-month project.

Kind selected professionals from the King Agile Solutions bench who had a mixture of collections experience and complaint handling experience across Financial Services, combined with a history of working with vulnerable customers. The combination required for the project was a very specialised skill set and the client recognised that these are not people they would be able to find on their own quickly – and that it would be especially difficult to build out a full team that met all of their requirements.

We submitted a shortlist of trusted contractors we knew could deliver on the client’s needs. The selected Kind Agile Solutions contractors went through training and route-to-competency with the client and were fully operational and supporting their permanent team within 4 weeks of the first request coming to Kind. The team quickly worked through the backlog of vulnerable customers who needed contacting, creating payment plans and agreeing terms that were suitable for each customer. With the Agile Solutions resource handling these needs, the organisation’s permanent team were able to continue delivering strong customer service for the client.

When a second request came for extra resource after the appropriate members of the Agile Solutions team were already placed with the client, Kind then conducted a deep market search using a mix of methodologies to identify key talent that could be utilised in this project, taking care of all screening and compliance requirements before they joined the client’s project. The very best of the contractors in this second batch were subsequently invited to join Agile Solutions after proving themselves on the project.

A tailored, consultative approach allows us to respond to complex client needs while consistently delivering exceptional results. For a confidential conversation about your organisation’s resource requirements and how Kind Consultancy may be able to help, contact us via our web-form today. If you’re a Collections contractor looking for exciting new projects, follow Kind Consultancy on LinkedIn to stay up to date with all of our opportunities.