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Motor Finance

Motor Finance firms have become a core part of Kind Consultancy’s client-base over the years, and is one area within UK Financial Services that has really benefited from our Kind Agile Solutions contract recruitment offering, especially as the sector has faced more and more attention from regulators. Read on for a Case Study looking at how we helped one Motor Finance organisation in need of a significant increase in Collections resource –

A large, established motor finance company required additional support within their collections team to work with vulnerable customers in relation to their payment plans. Due to an ongoing relationship, the client reached out to Kind Consultancy asking for them to supply experienced interim Collections Consultants for a 12-month project.

Kind selected people from the King Agile Solutions bench who had a mixture of collections experience and complaint handling experience across Financial Services, combined with a history of working with vulnerable customers. The combination required for the project was a very specialised skill set and the client recognised that these are not people they would be able to find on their own quickly. When a second request came after the appropriate members of the Agile Solutions team were already with the client, Kind then conducted a full deep market search using a mix of methodologies to identify key talent that could be utilised in this project, rapidly taking care of all screening and compliance requirements before they joined the client.

Our contractors went through training and route-to-competency with the client and were fully operational and supporting the team within 4 weeks of the first request coming to Kind.  This has resulted in a significant number of customers being contacted and able to get the specialised support they needed, whilst maintaining strong customer service for the client. The client has expressed great satisfaction with both Kind Consultancy’s service and with the quality of the contractors, and shared their intention to come back to Kind in future should they have similar resource needs.

International Bank

International banks can also benefit from our expert recruitment specialists. Kind Consultancy can help with Financial Crime resource needs for Financial Services organisations of any size, scope and locations. In this Case Study, learn how one international organisation benefited from our services.

Kind Consultancy worked with an international bank who had suffered a serious and well-publicised Compliance and Financial Crime failure. Resultantly they were looking to completely transform their Compliance function and they wanted to tap into the internationally renowned Compliance talent in the UK. The client approached Kind based on their awareness of Kind’s specialist Compliance focus in the UK Financial Services recruitment marketplace.

Kind Consultancy contacted 20 of the very best AML and KYC Analysts and Compliance professionals with Project Management and Transformation experience, utilising a mix of candidates who were already part of the pre-screened Kind Agile Solutions bench and newly sourced candidates. The Kind team conducted pre-interviews with all of the contractors and submitted their details to the client for approval. All 20 were deployed to the client’s international sites within a matter of weeks and began leading and assisting in the total overhaul of the bank’s Compliance and Financial Crime approaches.

Kind’s team of contractors helped the end client to successfully build and embed new Financial Crime frameworks and develop a much more positive Compliance culture, across multiple countries and regulatory jurisdictions. The bank has kept on some of those contractors as permanent members of the Compliance team and has not had another Financial Crime failure since Kind Consultancy began supporting them.

Volume Quality Complaints

Volume Quality Complaints present a unique challenge to Financial Services firms. It’s important to resolve complaints quickly, but they need to be handled by knowledgeable and experienced Complaints professionals to avoid creating further conflict with customers and potential regulatory involvement. In this Case Study we look at how one Motor Finance firm used Kind Consultancy to tackle a Volume Quality Complaints problem –

A fast-growing digital Motor Finance lender had a significant increase in quality complaint volumes. The organisation’s permanent complaint handling team was in its infancy, with the business still in the process of recruiting staff. The time needed to place and train these people, however, meant they needed contract support, on-site and at work fast to keep their complaints within their service level agreement and avoid any potential issues with the Financial Ombudsman Service. The Motor Finance company contacted Kind Consultancy seeking experienced Complaint Handlers with an understanding of the motor industry, who could hit the ground running to immediately attack the volume.

Kind Consultancy had a pool of people on the Kind Agile Solutions bench who were pre-qualified and pre-screened complaints professionals with Motor Finance knowledge; people who the Kind team trusted to deliver high-quality work, who they knew to be available and who could be on-site fast. A total of 10 contractors were deployed and were fully operational with the company within 10 working days of the request arriving.

The contractors played a key role in significantly reducing the number of complaints and enabled the business to take the time to recruit and fully train their permanent complaints staff, with two of the Agile Solutions team joining the organisation on a permanent basis.

Concerned about Volume Quality Complaints in your business? Contact Kind Consultancy today for a confidential discussion of how we can help.

IT Change & Transformation Team

A global automotive organisation with no UK IT presence contacted Kind’s Change & Transformation recruitment specialist looking to substantially expand their Global Project division with a UK team.

Our specialist took weekly conference calls with the Global Project team to discuss their plans for the UK division, dig in to role profiles in detail and examine past successes and barriers they had faced in establishing new national teams. They needed a Head of IT, a Solution Architect, a Data Architect and 2 Business Analysts. Working together, we developed a 3 month recruitment plan to embed the full team, starting with the Head of IT.

Using their extensive pre-existing network and knowledge of the best Change & Transformation and IT Project professionals in the UK, our specialist handled all aspects of the recruitment process, successfully filling all five roles and being highly commended by the client.

Senior Programme Manager

A telecommunications client was struggling to find a good variety of candidates while recruiting for a Senior Programme Manager position. Kind’s Change & Transformation specialist was brought in after the initial interview stages to scope what was lacking from the initial shortlist from direct resource and external support of agency’s.

We conducted a fresh head-hunting search conducted via our pre-existing network, building a new shortlist of 5 candidates drawn from a range of industries outside of telecommunications. All 5 were then interviewed by the client, with 3 taken forward to face-to-face second stage interviews, 2 of which were subsequently taken to final interview with one being offered and accepting.

The client credited Kind’s Change & Transformation specialist with delivering a diverse selection of clients from outside the pool that their internal team had considered, and the recruitment project was completed within a pre-agreed timescale of 6 weeks.

Service Delivery Managers

A large record management organisation needed to hire 3 new Service Delivery Managers in a tight timeframe to keep up with onboarding multiple new clients. They contacted Kind’s Change & Transformation recruitment specialist, who compiled a shortlist of 10 candidates.

The client had identified 3 key questions they felt were very important to the role. Kind’s Change & Transformation recruitment specialist interviewed all of the shortlisted candidates, asking them these 3 questions and recording their responses. The recordings, along with CVs and profiles, were sent to the client, who used these to select 6 candidates to take forward to a final stage interview.

Thanks to this technologically assisted approach to accelerating the interview process, all 3 roles were filled within 2 weeks of taking the initial brief, with 3 of our candidates being offered and accepting very shortly after their second interviews.

Vulnerable Customers

One of our clients, a consumer finance business, reached out to us as they were keen to build up a team of experienced case handlers, beyond their existing resource who were able to support customers, who based on their individual circumstances may be considered potentially vulnerable.

As we had ring fenced a pool of specialist Vulnerable Customer talent within Kind Agile Solutions, we were able to have the team on site and working on cases within 10 working days from the initial contact. The interim support has been a huge success, which has resulted in contracts being extended to manage the increase in customers showing signs of vulnerability.

We worked closely with the client and it was agreed that we would supply a team of people to focus exclusively on the vulnerable customer cases. We immediately contacted the contractors on the Kind Agile Solutions bench, who we knew were available for a new project and had Vulnerable Customer expertise.

Collections

A large, established motor finance company required additional support within their collections team to work with vulnerable customers in relation to their payment plans. Due to an ongoing relationship, the client reached out to Kind Consultancy asking for them to supply experienced interim Collections Consultants for a 12-month project.

Our contractors went through training and route-to-competency with the client and were fully operational and supporting the team within 4 weeks of the first request coming to Kind. This has resulted in a significant number of customers being contacted and to get the specialised support they needed, whilst maintaining a strong customer service for the client.

Kind selected people from the King Agile Solutions bench who had a mixture of collections experience and complaint handling experience across Financial Services, combined with a history of working with vulnerable customers. The combination required for the project was a very specialised skill set and the client recognised that these are not people they would be able to find on their own quickly. When a second request came after the appropriate members of the Agile Solutions team were already with the client, Kind then conducted a full deep market search using a mix of methodologies to identify key talent that could be utilised in this project, rapidly taking care of all screening and compliance requirements before they joined the clients project.

Complaint Handlers

Complaint Handlers are vital for any regulated Financial Services business in the UK, and Kind Consultancy has extensive experience of supplying both individuals and full teams of experienced Complaints professionals. In this Case Study, learn how Kind assisted a firm facing a serious Complaints build-up issue.

A large Retail Bank who we had previously worked with on a variety of projects, contacted us with an urgent requirement. Due to a backlog of complaints approaching the Ombudsman time limit, they needed a large team of Complaint Handlers to hit the ground as soon as possible. We immediately went to our bench of pre-screened Kind Agile Solutions contractors, selecting candidates who we knew were available and had the skills and experience that our client needed.

We conducted pre-interview calls with every candidate, confirming their interest and relevant Complaints Handling knowledge and experience. Within 24 hours we had submitted 40 profiles to the client. Within 48 hours of that submission, our client selected the candidates they wanted to progress, and began arranging and conducting video-interviews.

Our client made offers to their preferred candidates as the interview ended, and so were able to have the contractors start with them within 7 days of the original request. Due to the size of the project and the timeframe, our client had contacted multiple recruitment agencies but confirmed to us that Kind had single-handedly filled 95% of the positions they needed.

BAU Complaints

BAU Complaints (Business As Usual Complaints) make up the majority of complaints for many organisations. When they build up or suddenly increase in quantity, managing the situation is crucial. Kind Agile Solutions is built for situations like this – as shown in the following Case Study.

A major Financial Services client was experiencing a backlog of Business As Usual complaints (BAU Complaints). As a preferred supplier to the organisation, an urgent request was made to Kind Consultancy for a large number of experienced Complaint Handlers who had substantial experience of handling complaints across a wide range of Financial Services products.

There was a critical need for the backlog of complaints to be resolved within the time limits defined by the Financial Ombudsman Service. Having a pre-screened set of contractors with proven skills and expertise allowed Kind to deploy a team the Client were completely confident in within just five working days, thereby trusting Kind’s contractors to work on their behalf on customers complaints.

The Agile Solutions contractors were successful in clearing the backlog of BAU complaints and have continued to support the organisation in handling complex complaints from across their customer base.

If you’re looking to hire BAU complaints handlers, contact Kind Consultancy for a confidential conversation about how we can help.

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