Lucy Jago Stimson

WORK HISTORY

EDUCATION

SKILLS

ABOUT LUCY JAGO STIMSON

A passionate and accomplished Collections and Recoveries Manager with more than15 years’ experience in managing arrears portfolios in both regulated and unregulated environments. A strong track record for leading successful teams with focus on the delivery of sustainable customer outcomes. My key skills are as follows-• Creating and implementing collection strategies based on specific portfolio requirements (including arrears and ground rent and service charge portfolios)• Devising, implementing, and reviewing policies, processes and standard operating procedures • Driving efficiency to improve customer outcomes• Relationship management (internal stakeholders and external suppliers); • Managing arrears portfolios from early delinquency accounts through to enforcement;• Process enhancement including working with, Underwriting, Risk (Operational and Credit) and Intermediary teams • Monitoring team workloads against service level agreements;• Team management;• Proven experience in managing third parties;• Keeping up to date on regulatory training including providing detailed gap analysis• Technical experience in managing Buy To Let and Home Purchase Plan cases including-o the MCOB 13 rules;o dealing with vulnerable customers; • Undertaking the end-to-end process for Quality Control checks from design and implementation through to delivery, feedback and trainingMy notable achievements are as follows-• Significantly reducing the Bank’s delinquency rate • Designing and implementing a strategy for managing the Bank’s ground rent and service charge portfolio;• Implementing a Collections, Recoveries and Forbearance Policy and Arrears and Contact Strategy; • Managing several high-profile accounts from initial Solicitor’s advice through to appointment of LPA Receivers• Managing a portfolio of FCA Payment Holiday accounts;• Receiving several achievement awards for delivering excellent client service • Delivering different resourcing strategies based on competing drivers• Acting as the SME for a new case management system from initial scope of the project to implementation