Collections Officer

## About the role Check out the development opportunities in the Collections team. ## Location and Working Pattern Cardiff | 3 days in office, 2 from home (Fully office-based for the first 3 months) ## Shifts 37.5 hours per week Monday - Friday between 8am - 8pm. ## What You'll Be Doing In this role, you will work directly with customers to help them manage financial arrears by setting up fair repayment plans while ensuring compliance with relevant laws and policies. You'll be an empathetic and professional communicator, striving to resolve issues with patience and persistence. - Engage directly with customers to negotiate repayment plans - Analyse financial situations to create tailored solutions - Ensure adherence to GDPR, FCA, and FDCPA regulations - Handle customer complaints and resolve conflicts effectively - Prioritize multiple tasks while maintaining high-quality standards - Work with internal and external teams to support customer outcomes ## We're Looking For - Collections experience within financial services - Strong communication skills, both verbal and written - Proven ability to manage challenging customer interactions - Experience using multiple communication platforms (email, SMS, etc.) - Ability and skills to handle difficult conversations and deliver a fair customer outcome ## Diversity & Inclusion We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work. ## What We Offer We believe in balancing hard work with a bit of fun, so our office is designed for both productivity and play. From a pool table and PlayStation to a few office dogs roaming around, we've created a space where you can relax and recharge. Check out the perks we offer: - Salary range £27,000 - £34,000 depending on experience - Private Healthcare including dental and optician services through Vitality - Worldwide travel insurance through Vitality - Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical) - Salary Sacrifice Pension Scheme up to 7% match - 28 days holiday (plus bank holidays) - Annual Learning and Wellbeing 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 Check out more of our benefits, values, and mission here. ## Interview Process - First stage: 30 minute intro and values call with Talent Partner (Video call) - Final stage: 60 minute CV overview with Team Leaders (In person)