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Latest vacancies (updated 04 September, 2017)

Complaints and Fraud Investigator

Responsible to: Head of Litigation & Recoveries

The Role

To fully manage the Henry Howard Finance Group “HHFG” complaints process from initial customer logging and acknowledgement to final resolution either informally or through statutory or industry bodies within agreed and prescribed timescales. Taking the lead on fraud logging, investigations and prevention so far as it affects Henry Howard Finance Group’s business and interests.

Responsibilities:

  • Be responsible for the acknowledgement, investigation and reporting of all customer complaints both simple and complex in nature
  • Analyse complaints and fully evidence findings
  • Liaise with operational and sales colleagues together with third party suppliers to investigate customer complaints and dissatisfaction
  • Negotiate suitable resolutions with customers under the direction of the Head of Collection and Recoveries being mindful that a suitable resolution may mean a financial negotiation or compromise which is in the best interests of HHFG.
  • Draft complaint response and resolution letters including final responses as defined by the Financial Ombudsman Service or industry bodies
  • Provide detailed summaries of complaints and compliant issues for operational and directors board meetings
  • Identify complaint and other feedback trends which may indicate where a supplier, product or internal process or member of personnel may need improvement or advice
  • Provide ad hoc reports as requested concerning complaints and other customer feedback
  • Effectively liaise with statutory and industry complaints bodies replying to specific complaints enquiries including providing final responses
  • Ensure colleagues are informed of complaint outcomes where it would assist performance improvement and avoid repeat justified complaint generating behaviour
  • Assist with other reporting, customer feedback and complaints tasks as directed by the Head of Collection and Recoveries
  • Keep the Head of Collection and Recoveries fully informed about any particularly contentious complaints or those which may have wider reaching impact or where customers have engaged high profile individuals to their aid such as Members of Parliament or similar.
  • Where appropriate use the telephone to contact customers and suppliers as a preferred method of communication rather than repeat e mails or letter writing – recording all contact and outcomes.
  • Take account of the needs of vulnerable customers and make suitable adjustments to o processes and timescales to accommodate and fully understand complaints being made from vulnerable customers
  • Keep up to date with adjudications, findings and guidance from the Financial Ombudsman Service (and industry bodies) so far as it affects HHFG business
  • Investigate cases of potential fraudulent conduct as it affects HHFG business
  • Help prevent fraud using available database alerts and checks
  • Log cases of confirmed fraud with Dunn & Bradstreet, CIFAS and Action Fraud
  • Complete internal fraud record sheets
  • Represent HHFG at CIFAS Wales and South West Organised Fraud and Intelligence Group meetings
  • As and when requested identify trends and risks in fraudulent activity for the board as it affects HHFG business
  • Complete the monthly CIFAS audit and DAM1 report

To apply for this vacancy please forward your CV and covering letter to manderson@hhf.uk.com


Head of Credit

Responsible to: Chief Operating Officer

The Role

To lead the Credit team within a rapidly-growing, entrepreneurial business, ensuring delivery against the specific corporate objectives of HHF Group and to ensure that first class Risk Management techniques are applied across the group.

Responsibilities:

  • Ownership and responsibility for lease portfolio risk management within the business with focus on credit risks and operational risks
  • In relation to the lease portfolio and asset origination:
    • To own the HHF Credit Policy ensuring that it appropriately serves the strategy of the business and effectively manages its risks
    • To ensure that efficient processes and adequate levels of resource are in place to turnaround credit proposals accurately and within agreed service standards
    • To ensure that all underwriting and credit scoring models are robust and regularly reviewed and achieve underwriting performance targets
    • Completion of Annual Credit Reviews on existing introducer sources
    • To own and lead the company’s drive towards a first-class data quality environment, working closely with the IT team
  • Having held and used a personal credit discretion of at least £100,000, you will exercise a delegated credit discretion and demonstrate the ability to recommend those where a higher credit authority is required. In this role, you will also:
    • Research, prepare and confidently assess credit applications through structured credit analysis
    • In assessing credit applications, you will demonstrate a strong understanding of the data provided, and as a confident communicator, you will be comfortable in conveying decisions to Introducers verbally and in written format
    • You will also liaise with various stakeholders in the business, introducer sources and where necessary directly with customers
  • Ensure that the company complies with all internal and external legislation relating to the processing and acceptance of credit applications.
  • Make an effective contribution to the successful running of the business through strategic input to the Board, management and all other meetings
  • To provide excellent customer service to all internal and external customers
  • To manage all direct reports in line with group HR policies

 

Key result areas:

  • To ensure that credit proposals are turned around within agreed service standards
  • To ensure that the company’s automated underwriting objectives are achieved
  • To ensure that the company’s arrears targets are achieved
  • To ensure that the company complies with all internal policy and external legislation
  • To ensure that risk to the lease portfolio is always monitored from front end credit and underwriting to portfolio analysis

 

Skills and Qualifications:

  • Educated to at least A-level standard
  • At least 5 years proven experience of underwriting transactions in a vendor or direct asset finance lending environment and having held a personal lending mandate
  • A minimum of 3 years’ experience in a senior management Risk position managing a team of underwriters
  • A detailed knowledge of the asset finance industry
  • A detailed knowledge of balance sheet analysis and interpretation
  • An advanced understanding of the risks associated with asset finance lending
  • An advanced knowledge of asset finance products
  • A detailed understanding of banking and asset finance laws including Data Protection, Anti Money Laundering, Consumer Credit Act, Companies Acts and related legislation
  • Previous experience in a fast-paced credit environment with significant exposure to leasing and asset finance
  • A thorough understanding of the UK equipment leasing market and participants
  • Experience of discussing accounting information on a face to face basis with customers to obtain additional information
  • Proven ability to interpret financial statements and produce a clear written analysis including understanding a customer’s cash flow
  • Excellent analytical and numeracy skills
  • A hard-working attitude, you will work well under pressure and provide timely and accurate solutions to business opportunities and challenges
  • You will always display commerciality and have strong analytical, organisational, negotiation and influencing skills
  • Excellent written and verbal communication skills, and can effectively tailor communications to a diverse range of business and customer stakeholder groups
  • An enthusiastic team player, with a flexible work approach and desire to succeed

To apply for this vacancy please forward your CV and covering letter to manderson@hhf.uk.com