Collections Officer

The Collections department is responsible for minimising bad debt and supporting our customers in financial difficulties, ultimately ensuring a fair customer outcome at all times. Reporting to our Collections Team Lead, you will work directly with customers and external parties to help Capital on Tap maximize our recovery strategy, reduce bad debt and ensure our most vulnerable customers receive the care and attention they need in difficult times for them and their business.

Responsibilities

• Responsible for outbound and inbound calls and emails, responding to a wide variety of customer’s arrears issues and concerns quickly and professionally

• Using your experience in collections and hardship/vulnerable customer circumstances, negotiate positive outcomes for customers while gaining a good understanding of their financial position and ability to repay

• Preparing responsible settlements and arrangements that are affordable and sustainable for our customers as well as within our constantly evolving collections and recoveries strategies.

• Undertake all collections activities in accordance with the required regulations including Treating Customers Fairly, the Consumer Credit Act, CONC as well as our internal company policies and guidelines

What we are looking for

Collections experience ideally

Experience dealing with vulnerable customers

Working in a regulated environment

Someone able to dig deeper, ask questions and find the route cause of the problem

Resilience

Passion for the customer journey

Empathy

What you’ll get in return

💷 Starting salary £26,000 🏥 Private Healthcare, Worldwide Travel Insurance and Dental Cover through Vitality 🎁 Anniversary Rewards (£250, £500, £1000, 4-week fully paid sabbatical) 👛 Salary Sacrifice Pension Scheme up to 7% match 🏖️ 28 days holiday (plus bank holidays) (pro rata) 📖 Annual Learning Budget 👪 Enhanced Parental Leave 🚲 Cycle to Work Scheme 🚂 Season Ticket Loan 💬 6 free therapy sessions per year 🐶 Dog Friendly Offices 🍫 Free drinks and snacks in our offices

We place a huge emphasis on continual learning and have created an environment where this is possible every day. Internal mobility is important to us and our goal is to help every employee realise their aspirations. Why not check out here what you need to do to progress in this role at Capital on Tap.