Complex Arrears Executive Jobs

Capital on Tap

Location:
United Kingdom, Cardiff

Category:
Finance

Contract Type:
Not provided

Salary:

37000.00 - 40000.00 GBP / Year

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Job Description:

This is a new role, you will act as a complex case team member supporting both Collections and our Specialist Support Team (Vulnerable Customers). You will be engaging with customers and third parties over the phone and via digital channels to find a solution to their arrears.

Job Responsibility:

In-depth case reviews and actions drawing upon your experience
Outbound and inbound customer engagement
Complex cases requiring in-depth management or decision-making
Flexible resource to support changing business and customer needs
Acting as a role model for the wider team, showcasing high-performance standards
Managing a portfolio of complex arrears cases
Case ownership with autonomy
Working on both UK and US cases
Drawing on experience with insolvency, legal, and senior Vulnerable Customer escalations

Requirements:

5+ years of consecutive collections experience within the Financial Services Sector
Practical knowledge of FCA and industry best practice standards
Experience with complex arrears, insolvency, legal and senior customer escalations (business or consumer)
Loves collections, being on the phones talking with customers to find a fair outcome
High level of risk awareness
Skilled at handling challenging and complex conversations
Comfortable in a multi channel communication environment
Results driven, able to self motivate and deliver
Able to communicate to a diverse range of stakeholders
Able to support projects as needed (user acceptance testing, representing Collections etc.)
Able to gather and assess affordability information

Nice to have:

Industry qualifications such as CertBB, CeMAP, CICM etc.
Experience with vulnerable customer support-familiarity with signposting options
Worked with international customers (we service the UK and US)

What we offer:

Private Healthcare including dental and opticians 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

Additional Information:

Job Posted:
December 07, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Complex Arrears Executive