Bradley Richards

Appointed by Head of Collections to fill an internal secondment to Lead Personal Loans collections team during a volatile period for collections due to the pandemic. Tasked with creating and implementing collections and repossessions strategies to meet business needs, whilst balancing customers impacts and community expectations throughout initial stages of lock downs.

Key responsibilities Included:

§ Accountable for delinquency and loss numbers for Personal Loans portfolio worth ~$1.9B to the organisation.

§ Develop and execute strategic plans aligning company targets financial, transformational, customer service levels, operational and cultural.

§ Effectively lead, mentored, and developed a team of 5 direct Team Managers across a department of 50 employees based offsite.

§ Manage relationships and strategies of external vendors and important industry groups including Repossession Agencies, Auction House, Skip Trace and Collections Managers Round Table representative.

§ Implementation of interim collections strategies to mitigate losses, customer impacts and community expectations during the pandemic.

Selected Highlights:

§ On-boarded external Skip Trace vendor, uplifting trace activities by 32% across Personal Loans & 25% for Credit cards resulting in an additional 180 customers avoiding charge off activities per month ~$800K in balances.

§ Up-skilled 5 customer specialists to create a dedicated task force proactively targeting high risk customers close to charge off. Utilizing newly formed settlements strategies to successfully secure 215 customer account finalisations, netting $1.7M in additional recoveries across the Quarter.

§ Created weekly reporting, collections strategies and repossession action plans for the PL trust fund, presented to the Executive team.

Appointed by Head of Collections to Lead the company’s largest collections portfolio through a significant period of transformation. Executed effective transformation and digitalised collections strategies to balance our customer experience whilst managing Operational expense costs and leading the day-to-day operations of 115+ staff.

Key responsibilities Included:

§ Accountable for delinquency and loss numbers for our Credit Cards portfolio worth ~$3.9B to the organisation.

§ Develop and execute strategic plans aligning company targets financial, transformational, customer service levels, operational and cultural.

§ Effectively lead, mentored, and developed a team of 9 direct Team Managers across a department of 110 employees.

§ Ensure the processes, procedures and methods utilised are compliant with relevant State and Federal legislation and are appropriately documented.

§ Determine and implement strategies in Collections that will minimise gross bad debt write-off, maximise collection recovery, and achieve payment on accounts in default in the most cost-effective manner

Customer Assist Site Leader Continued:

Selected Highlights:

§ Achieved best overall employee feedback as a collections function for 3 years running in 2018, 2019 and 2020, with an overall employee engagement score 14 basis points higher than the company overall average.

§ Reduced internal and external (AFCA) customer complaints by 30% YOY by reviewing key trends and customer verbatim to plan, action and implementing key process and procedure uplift and leading internal stakeholders to provided feature updates and changes to resolve customer points of frustration.

§ Boosted productivity 5%, decreased idle time 22% and improved collections recoveries by 3% through championing the implementation of digital collections channels and settlement offers to bolster outbound and inbound collections activity.

§ Established business improvement coaching framework that simplified metrics and shifted customer specialist focus to critical KPIs, while giving team leaders the right tools to coach and develop teams to high performance.

— Framework reduced performance span, increased promise conversion by 6%, kept promise rate at 8% and decreased average handle time (AHT) by 25%— collecting an additional $50 per hour, per agent—$3.8M annually.

Internal promotion from customer service representative to Team Leader – Credit Card Collections, responsible for a team of 15 – 18 agents depending on seasonally and workload.

Key responsibilities Included:

§ Effectively lead, coach, and develop a team of 15 customer service representatives to meet and exceed KPI’s and customer experience targets.

§ Ensure the processes, procedures and methods and compliance requirements are utilized by all customer service representatives.

§ Review, listen and provide feedback on customer interactions, whilst also completing accounts audits.

§ Engage in projects to uplift policy and procedures, upskill staff and complete weekly, monthly, and Quarterly reporting on team and department outcomes.

Selected Highlights:

§ Team of the Quarter Q1 2014, Q2 & Q3 2015, Team of the year 2015 & 2016.

§ Improved team KPI’s; Conversion 10%, Kept rate 7% and reduced compliance issues by 20%.