GCB Specialist Process Professional (12 MONTH FIXED TERM CONTRACT)
Darlington, United Kingdom
5d ago

About this role

An exceptional opportunity to be part of the BT Group Customer Billing - Credit Risk and Fraud Team, Responsible for managing credit risk across all LOB’s.

Credit Risk is made up of teams that specialise in different elements of the customer lifecycle and this role is principally concerned with Recoveries management.

To ensure that credit risk Recoveries Strategies are designed with 3 core objectives :

  • To optimise financial recoveries and cost dynamic in line with business goals.
  • To design simple, highly effective strategies which can be delivered by external Debt Collections Agents or through Panel management services.
  • To ensure Customer journey is considered in all risk lead interactions
  • Proactively review existing strategies to ensure they meet the requirements set out above. Design and implement new strategies to optimise compulsory churn and Bad Debt performance.

    across all consumer post pay portfolios.

    You'll have the following responsibilities

    Continuous review of Recoveries strategies

    Develop regular detailed analysis & reporting of recoveries strategy performance covering all post pay consumer products in order to inform decisions on use of external Debt Collections Agents, Debt Purchasers and Legal firms to provide best in class approach for BT / EE.

    Ensure ability to produce analysis based on in house data rather than relying on data supplied by external agents.


    Development and maintenance of Forecasting models covering anticipated DCA recoveries and Debt Sale revenue together with commission costs in order to support budgeting process.

    Review existing forecasting models to improve accuracy and ensure they reflect any planned business changes.

    Compulsory Churn Management

    Ensure regular reporting identifies any performance issues that could impact Compulsory Churn. Work with Recoveries Manager to identify, quantify and implement new initiatives to optimise Compulsory Churn performance across all LOB.

    External Supplier Management

    Develop and maintain highly effective relationships with panel of external DCA, Debt Purchasers and Panel Management Partners.

    Participate in program of process Audits to ensure compliance and operational procedures meet BT expectations.

    Customer Journey

    Take ownership and investigate customer complaints to establish route cause. Where necessary provide guidance to Customer Relations to resolve individual complaints.

    Make recommendations to improve policy and process to enhance customer experience and reduce complaints. Participate in regular sampling of customer calls, recommending actions to resolve any identified issues with individual DCA.

    Relationship Building

    Build effective working relationships with key stakeholders in different functions (Sales, Marketing, Customer Services, Retail & Finance) to ensure clear understanding of Customer Risk issues & drivers.

    Work closely with other Credit Risk teams to understand their specific issues to use their performance data to support a consistent message to stakeholders.


    Ensure regular contact with Project teams & operational areas to establish Credit Risk as clear owners for relevant strategy & Recoveries treatments.

    Ensure the team are engaged in discussions on changes to system or process at an early stage to be able to influence the outcome in line with Credit Risk values.

    Stakeholder Management

    Ability to communicate & influence to senior stakeholders.

    You'll have the following skills & experience

    Experienced, flexible and driven individual ideally with a background in supporting the management of sales, collections or recoveries strategies

    Experience of high volume consumer credit risk environment & systems

    Must have experience in the Telecommunications domain

    Excellent analytical, problem solving, and communication skills

    Audit or Oversight Experience

    Flexibility to travel if required


  • Competitive salary and on-target bonus plan
  • World-class training and development opportunities
  • 25 days’ annual leave (not including bank holidays)
  • Discounted broadband, mobile and TV packages
  • Share option and pension scheme programmes
  • Flexible benefits to fit around you
  • 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

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