ONMO

Collections

• Managing communications strategy to re-engage customers in arrears
• Utilising multiple communication channels (email, SMS, push notifications, dialler)
• Utilising internal data, external data and models to segment customers into groups and design treatment strategies
• Proactively identifying signs of financial difficulty and engaging customers prior to arrears to reduce missed payments
• Identifying opportunities to use additional third-party data sources to aid collections strategies
• Coordinating with third parties that supply communication channels

Collections Strategy Manager

Strategy

• Owning relationships with panel of debt collection agencies and debt purchasers
• Identifying strategic opportunities to drive recovery rate
• Implementing segmentation for recoveries strategies
• Negotiating commission rates and other commercial relationships with suppliers
• Operate a strong control environment on: payments and invoicing account statuses live listing placements and closures minimising buybacks and unexpected costs
• Identifying opportunities to onboard new and additional suppliers that will add strategic value

Recoveries Strategy Manager

• Providing the best customer support by engaging with our customers through our Live Chat, Telephone and Email channels
• Answering customer questions and queries about Onmo’s products and services, understanding our customer’s needs and providing solutions to help them with their financial ambitions
• Providing customers with assistance in managing their account and conducting account maintenance tasks
• Handling account queries about account balances, payments and any other concerns
• Maintain thorough and accurate customer service records, of customer interactions, keeping financial records confidential
• Use various database systems and technology to deliver great customer care
• Follow communication procedures, guidelines and policies
• Be on frontline in identifying, raising and supporting any cases of customer dissatisfaction or vulnerability
• Proactive Contact - maintaining contact and good relationships with our customers throughout the collection’s lifecycle.
• Information Gathering - gaining a great understanding of our customer’s circumstances through various questioning techniques.
• Making and receiving telephone calls, to work with our customers whilst consistently seeing their point of view and finding the best solution for everyone, to recover outstanding debts.
• Negotiating, implementing, and monitoring feasible repayment solutions that consider the customers circumstances while balancing the business's best interests.
• Complete income and expenditure assessments with customers and agree appropriate forbearance support.
• At Onmo we all take collective responsibility for our individual roles in creating the best outcomes for our customers.

Collections Strategy Manager

Recoveries Strategy Manager

Customer Operations Agent, Collections