Meet the Expert: Sabha Naylor, Support and Collections Manager

Sabha Naylor is a Support and Collections Manager within our Personal Contract Hire (PCH) team.

Tell us about your role and your current responsibilities

I am currently a Collections Manager in the Close Brothers Wholesale Finance team for our Personal Contract Hire (PCH) product. I am responsible for the management of our arrears, as well as our vulnerable customers. My main responsibilities include ensuring our customers are fully supported, ensuring we provide them with appropriate solutions.

Who is a ‘typical’ customer and how do you work with them?

It’s hard to define a typical customer as each and every customer has different needs and requires support in different ways. In some cases, a customer who is in arrears may have no difficulties and the missed payment is simply an error, while other customers may be going through an extremely difficult time and require our support.

What is your outlook for the sector?

I believe we will see more customers facing challenging situations due to the increase in cost of living.?However, we will be here to offer our support with no judgement and find them a resolution that is suitable.

What is it about working for the Close Brothers Wholesale Finance team that is different to your previous roles?

Before working with the Close Brothers Wholesale Finance team, I worked as a specialist debt advisor and case manager for secured lending.?Both roles helped me gain valuable experience and knowledge of regulated products and vulnerable customers. The biggest difference is the people I work with in the Close Brothers Wholesale Finance team. Everyone is always available to offer support and help when things get tough.?It's a very friendly team and environment, and your hard work is always appreciated.

What’s your favourite part of the role?

My favourite part of my role is being able to help and support our customers. Going through a rough patch in life can be incredibly difficult for anyone, so being able to help, even in a small way, is very rewarding.

Tell us one thing people may not know about you

I really love learning new things, so I taught myself how to snowboard and how to freedive in cold waters.

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