Marcus Barnes CertDC

Experience

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  JF Hillebrand Group

  Oct 1998 - May 1999

  Operations Assistant

  Responsible for a variety of administrative tasks in a small yet busy office environment. A significant part of this role involved dealing with customers over the telephone to arrange bookings and to deal with queries. Also required to complete documentation to conform to HM Customs & Excise requirements.

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  The lewis group limited

  Jun 1999 - Jul 2002

  Litigation Officer

  Responsible for monitoring accounts which were subject to legal action and identifying appropriate action to maximise debt recovery. An important aspect of this position involved negotiating repayments over the telephone and ensuring that accounts were administered correctly. All correspondence and queries had to be dealt with efficiently and professionally.

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  Alltel Mortgage Solutions Ltd

  Aug 2002 - Dec 2002

  Senior Customer Services Administrator (Collections)

  Responsible for identifying and monitoring mortgage accounts where monthly payments had fallen into arrears and pro-actively collecting the arrears, ensuring the account was administered correctly, thus minimising the client's risk of loss and improving cash flow.

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  Provident Financial Group (PFG)

  Jan 2003 - Feb 2022

  Responsible for leading the Central Collections function (14 colleagues) and Business Oversight Team (6 colleagues). Developing the end to end customer journey for arrears and specialist cases, continuously identifying areas of improvement. This includes activity from the point of early arrears through to recoveries and debt sale. Performance & relationship management with 3rd party service providers and debt purchasers.Shaping the delivery of Due Diligence (DD) and risk-based oversight to ensure they are delivering fair customer outcomes and remain fully compliant with agreed business processes and external regulation. Show less Responsible for managing specialist customer accounts and arrears cases, both internally and externally, as well as the end to end debt sale process. Relationship management with external Debt Collection Agencies and Debt Purchasers (including post-sale support). Responsible for identifying opportunities for process improvement to help ensure the consistent delivery and improvement of the customer journey in a way which is fully compliant with internal standards and external regulation. Line management of a team of eight colleagues. Show less

  • Senior Arrears & Recoveries Manager

    Feb 2020 - Feb 2022

  • Recoveries Manager

    Sept 2016 - Jan 2020

  • Improvement Manager

    Oct 2014 - Aug 2016

  • Central Collections Analyst

    Jun 2007 - Sept 2014

  • Litigation Team Specialist

    Apr 2006 - May 2007

  • Senior Litigation Clerk

    Aug 2004 - Mar 2006

  • Litigation Clerk

    Jan 2003 - Jul 2004
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  Arrow Global Group

  Mar 2022 - Sept 2022

  Collections Partner Manager

  Responsible for managing the relationship with a selection of service providers on Arrow Group’s panel ensuring they provide effective account servicing above the expected standards.Analysing activity KPIs and collections trends, to identify opportunities and shortcomings at the partner.Working closely with the strategy and analytics team to design and implement strategies to enhance performance.Supporting the design and implementation of Arrow Global’s external partner management framework.Negotiating commercial terms with partners for new activity.Leading partner onboarding and exit projects. Show less

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  Lantern

  Sept 2022 - now

  Partner Relationship Manager