Sally Boyle
@sallyboyle
Collections Specialist who designed a collections call workflow with vulnerable customer guidance and complaint handling.
United KingdomWhat I'm looking for
At Secure Trust Bank, I held sensitive debt recovery conversations and supported vulnerable customers through stressful situations. I handled inbound phone and email queries while keeping up to date with FCA and Vehicle Finance regulations.
At Oakbrook Finance Limited, I managed customer interactions through email and LiveChat. I also handled Data Subject Access Requests and spent one year in the complaints team, mainly dealing with service complaints.
I designed and specified an independent collections call workflow prototype with AI assistance. It includes call notes, vulnerable customer guidance based on FCA Consumer Duty and Money Advice Trust frameworks, and complaint handling with deadline tracking; it has not yet been tested on live calls.
My background in historical research supports a thoughtful, analytical approach to resolving customer situations with dignity and care.
Experience
Work history, roles, and key accomplishments
Collections Specialist
Secure Trust Bank
Apr 2024 - Jun 2026 (2 years 2 months)
Held honest, sensitive conversations to recover debt while supporting vulnerable customers. Managed high-volume inbound phone and email queries, ensuring clear, helpful responses and compliance with FCA and Vehicle Finance regulations.
Collections Specialist, Non-Voice
Oakbrook Finance Limited
Oct 2019 - Dec 2023 (4 years 2 months)
Managed customer interactions via email and LiveChat, keeping every message personal. Owned Data Subject Access Requests (DSARs), handled complaints, and managed the Government Debt Respite inbox.
Education
Degrees, certifications, and relevant coursework
University of Nottingham
Bachelor of Arts, Ancient History
2015 - 2019
Grade: 2:1
BA in Ancient History with 2:1, developing research, analysis, and written communication skills through primary-source coursework and independent study.
Central College Nottingham
Access to Higher Education Diploma, Social Science and History
2014 - 2015
Grade: Pass with Distinctions
Access to Higher Education Diploma in Social Science and History, achieved with Pass with Distinctions.
The Sherwood Institute
ABC Level 2 Award in Counselling Concepts, Counselling
2011 - 2011
Grade: Pass
Completed ABC Level 2 Award in Counselling Concepts, building foundations in active listening and empathetic communication.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Job categories
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