Complex Arrears Executive

📍 Manchester | 🏢 3 days per week in office

Collections/Customer Operations 🚀
Our Collections team supports customers through tough financial moments, helping them get back on track with tailored repayment plans and genuine care. They're the calm, fair voice on the other end of the line when things haven't gone to plan.

What You’ll Be Doing 🗃️

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. Your role will consist of:

• In-depth case reviews and actions drawing upon your experience.
• Outbound and inbound customer engagement.
• Complex cases requiring in-depth management and 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.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

Required skills:

• Significant 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 skills:

• Experience with vulnerable customer support; familiarity with signposting options.
• Worked with international customers (we service the UK and US).

Interview Process 🤝

• Stage 1: 30 minutes with a Talent Partner
• Stage 2: 60 minutes with a Senior Team Leader
• Stage 3: if needed, 60 minutes with an Operations Manager

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.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

💷 Salary range £37,000 - £40,000 depending on experience
🏥 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
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 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.

Other Useful Info
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📧Email careers@capitalontap.com if you have any questions.

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)