Case Handler

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

The ABL team sits within Risk and Litigation services which is part of the firm’s Business Advisory Division.

Our specialist team of motor finance case handlers are highly trained to deal with asset finance recoveries using commercial strategies and to engage with the customer at an early stage of proceedings. We deal with all cases, from routine collections and undefended matters to large multi-million pound complex cases.

Within the asset finance recoveries team we have several sub teams.  We have our own negotiations team, comprising experienced collections staff who engage with customers by telephone and seek to agree sensible repayment terms before legal proceedings are issued.  We also have several teams acting solely for specific motor finance clients to collect arrears and rehabilitate customers enabling them to remain in possession of their Vehicle.  We have a litigation team who are issuing standard delivery –up and money claims and enforcing Judgments obtained and also now have a customer relations team dealing with customer complaints.

This role is for a position in the Shoosmiths Oodle Collections team.  Oodle Car Finance is changing the way people buy cars, by putting their customers’ needs front and centre of the biggest retail market in the UK. They are bringing the used-car market bang up to date by building modern, digital, retail processes around what the customer actually needs.  We currently have a requirement for a Case Handler to, among many other responsibilities, collect arrears payments from customers who have Hire Purchase auto-finance products across the credit spectrum from prime to near sub-prime, all whilst working within the guidelines of the FCA on treating customers fairly. 

• Telephone correspondence with customers, both inbound and outbound
• Taking payments from customers
• Negotiate credit arrangements
• Use your judgement to ensure all customers are treated fairly in line with FCA guidelines
• Tracing uncontactable customers
• Identify complaints and attempt to resolve the complaint in line with RSG policies and FCA requirements
• Communicate with third party agents to assist in recovering vehicles
• To be familiar with and follow the Unit's policies, procedures and processes
• Comply with all of the RSG and the firm's policies and all regulatory requirements
• Control and manage your workload effectively and efficiently using the relevant case management systems and IS resources and processes appropriately
• Be responsible and accountable for your workload including meeting internal and client SLA requirements
• Be aware of associated areas of law impacting the Unit's delivery of its service
• Recognise any potential issues in cases and refer these appropriately
• Attend and complete any training in a timely manner
• Attend internal and external meetings as required and assist in implementing changes to any Unit procedures.
• Liaise with other internal teams as appropriate
• Assist the Unit in achieving financial targets, other KPIs, management information and meeting budgets.
• Support the Unit with marketing initiatives when required and collating management information

• IT literate with experience of using Word, Excel and the internet
• Ability to deal with difficult telephone conversations with any of the key stakeholders in the recoveries process confidently and calmly and refer if appropriate
• Good written, numeracy and oral communication skills
• Accuracy and attention to detail
• Ability to prioritise, be organised and efficient
• Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance
• Able to integrate within a team and able to work on your own initiative
• Friendly and helpful approach

Performance Standard

• Treat your colleagues, clients and their customers and third parties with respect
• Good timekeeping

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.