Collections
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.
