Collections Officer

Collections at Capital on Tap 

The Collections department is responsible for minimising bad debt and supporting our customers in financial difficulties via phone calls and emails, 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. 

What you'll be doing:

• Responding to a wide variety of customer’s arrears issues and concerns quickly and professionally via inbound/ outbound calls & emails
• Reach out to customers ahead of time to help prevent financial problems
• Negotiate the best solutions for customers facing difficulties, understanding their finances and repayment capabilities
• Take responsibility for resolving disputes or complaints, making sure that concerns are actioned correctly, and all parties are notified straight away
• Implement new ways to contact customers who owe us money to help us reach our arrears targets.
• Follow rules set by the Financial Conduct Authority (FCA) and the Consumer Credit Sourcebook (CONC) when collecting payments from customers.

You should apply if:

• You have collections experience, if you don’t you should have experience in complaints or sales
• You have experience working in a call centre environment
• You have telephony experience and can navigate difficult conversations

Shifts and working model 

• Monday - Friday between 8am-8pm, Saturday 8am-12pm (1 in 4)
• The shifts are - 8am-4:30pm, 9am-5:30pm & 11:30am-8pm 
• We offer this role hybrid after training and becoming competent in the role ( after 3 months approx) which is 3 days a week in the office 
• Your first 6 weeks is training which will be Mon-Friday 9am-5:30pm, full attendance is required and we'll be unable to approve any time off during this. 

The initial interview will be a telephone call with a member of the Talent Team and we aim to get back to you within 48hrs to arrange a call (please keep an eye on your emails 💻). The final stage will be held at our office in Cardiff where you'll meet with two of our friendly Collections Team Leaders. 

Great work deserves great perks

💷  Salary banding £26,000 - £29,000 (depending on experience)
💻  Hybrid working - 3 days in the office a week
🏥  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