Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at BT, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

We have a new and exciting role as a Collections Policy & Process Specialist, within our Group Customer Billing & Assurance unit. You will be required to support the Collections and Recoveries function in ensuring BT complies with all relevant regulatory principles and requirements especially relating to FCA handbook CONC 5.  As our specialist, you will provide FCA expertise across the Collections and Recoveries function and work closely with FCA experts from other parts of the business. This is an important role, and the work that you undertake will ensure BT remain compliant to regulations. The work you do will provide support which is required across the customer lifecycle, through to recoveries and debt sales activity. This will be across Consumer, SOHO and SME customer segments. You will be meticulous, comfortable taking ownership, as well as demonstrating initiative when working independently and alongside the wider business where needed. You can also bring ideas to the table to enhance current policies in line with regulation.

You'll have the following responsibilities

Accountable for ensuring that critical Collections and Recoveries policies, processes and strategies are designed to be compliant and executed to adhere to industry and FCA regulation

Document key Collections and Recoveries policies and processes to ensure BT’s activities comply with internal standards and external regulatory requirements

Keep up to date with emerging technology and regulatory developments, including FCA and other regulatory issues; review and summarise publications from regulatory bodies

Act as Collections and Recoveries subject matter expert for FCA regulation across the customer lifecycle supporting Consumer, SOHO, and SME customer segments

Define and develop strong forbearance measures

Manage and analyse adherence to CONC 5 standards building the case for improvements and change where required

Provide FCA related expertise to Collections operations

Bring innovative/out-of-the-box thinking to make recommendations and to solve key business problems to improve KPIs

Work collaboratively with Channel Leads, Legal, Compliance, Credit Risk, and other business areas on the implementation of Collections and Recoveries owned & regulatory driven changes

Work cross-functionally with operational teams to ensure the successful implementation and application of Collections policies and changes which fall under the FCA remit

Provide critical intelligence/analysis to support the case for change both within Collections and the wider business

Provide subject matter expertise and input into strategic projects to define requirements, improve processes and optimise customer journeys from a Collections and Recoveries perspective

You'll have the following skills & experience

Good understanding of credit risk and collections management principles and processes from within a FCA regulated environment

Excellent communication and interpersonal skills

Demonstrated ability to collaborate with cross-functional teams and build strong relationships up to Director level

Ability to work in a fast-paced environment and meet deadlines without sacrificing quality

Excellent attention to detail

Strong analytical and problem-solving skills, drawing on data and analytical techniques

Good understanding of process optimisation, including the importance of standardisation

Self-starter; able to work with minimal supervision to produce results

Ability to lead virtual teams across the business to deliver initiatives to drive a step change in Collections and Recoveries policy KPIs across Consumer CFU and Credit Risk

Demonstrable detailed experience of regulatory compliance including FCA rules, guidance and handbooks within a credit risk environment

Experience of complaint management within an FCA regulated environment

Identification and implementation of customer vulnerability strategies

Experience working within the financial services sector

Analytically minded and able to use SAS or similar software would be beneficial

Experience working cross-functionally to define and improve credit processes

Benefits

25 days annual leave (plus bank holidays)

10% on target bonus

Pension scheme

Shares Plan

Flexible benefits: cycle to work, healthcare, etc.

Discounted BT products

About BT

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.

We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.

So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!