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Complex Arrears Executive

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Capital on Tap

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Location:
United Kingdom , Cardiff

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Category:

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Contract Type:
Not provided

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Salary:

37000.00 - 40000.00 GBP / Year

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
Job Link Share:

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