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- Tasks: Help customers navigate financial challenges with empathy and effective solutions.
- Company: Join a dynamic home loans servicing team focused on customer care and compliance.
- Benefits: Enjoy career progression, supportive culture, and ongoing training opportunities.
- Why this job: Make a real difference in people's lives while developing your skills in a collaborative environment.
- Qualifications: Excellent communication skills and attention to detail; prior experience in collections is a plus.
- Other info: Full-time, permanent role with a salary of £27,500, increasing to £29,000 post-probation.
The predicted salary is between 22000 - 31000 £ per year.
We are seeking a proactive and empathetic Collections Officer to join our clients dynamic home loans servicing team. In this vital role, you will support customers facing financial challenges by delivering effective solutions and helping them navigate their options with care, precision, and regulatory awareness. You will be responsible for implementing and maintaining a robust collections strategy while ensuring customer outcomes are fair, balanced, and in line with current regulations. This is a fantastic opportunity for someone with experience in collections or financial customer service who is ready to make a real difference.
What is expected of the Collections Executive?
- Implement and maintain collections strategy to ensure consistent, compliant, and customer-centric outcomes.
- Assess customer financial situations individually and empathetically, identifying tailored short-, medium-, or long-term solutions to support financial stability.
- Conduct income & expenditure assessments and monitor ongoing repayment arrangements, ensuring all agreements are upheld and reviewed in line with policy and mandate levels.
- Manage cases independently, identifying vulnerability, building rapport with customers, and working collaboratively toward resolution.
- Produce clear and timely reports for management, tracking case progression, issues, and resolution trends.
- Collaborate with external agencies and internal stakeholders to ensure the best outcome for the customer and the business.
- Identify contract variation opportunities and escalate cases appropriately for re-scheduling.
- Uphold FCA Consumer Duty standards by maintaining ethical practices, transparency, and fairness in all customer interactions.
- Provide peer support and cover for colleagues as needed during periods of absence or high volume.
What we look for in a Collections Executive?
Essential Requirements
- Excellent customer service and communication skills within a financial services sector.
- Strong attention to detail and ability to manage sensitive conversations with empathy and professionalism.
- Comfortable working in a fast-paced, regulated environment.
- Confident decision-maker with sound judgment and accountability.
Desirable
- Prior experience in collections or arrears management.
- Exposure to regulated customer contact and familiarity with FCA guidelines.
- Experience handling vulnerable customers and complex financial cases.
Why Apply?
- Career Progression: Clear pathways for development and promotion.
- Impactful Work: Directly support customers through challenging times with meaningful outcomes.
- Supportive Culture: Join a collaborative team environment with strong values and a people-first approach.
- Training & Development: Robust induction and ongoing training to support your success.
Collections Officer employer: InterQuest Group
Contact Detail:
InterQuest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Officer
✨Tip Number 1
Familiarise yourself with FCA guidelines and consumer duty standards. Understanding these regulations will not only help you in the role but also demonstrate your commitment to ethical practices during interviews.
✨Tip Number 2
Showcase your empathy and communication skills by preparing examples of how you've handled sensitive customer interactions in the past. This will highlight your ability to manage vulnerable customers effectively.
✨Tip Number 3
Research the company’s collections strategy and be ready to discuss how you can contribute to it. Tailoring your insights to their specific approach will set you apart from other candidates.
✨Tip Number 4
Network with professionals in the financial services sector, especially those with experience in collections. Engaging with industry peers can provide valuable insights and potentially lead to referrals for the position.
We think you need these skills to ace Collections Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in collections or financial customer service. Emphasise your communication skills and any experience dealing with vulnerable customers, as these are key for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your empathy and proactive approach to customer service. Mention specific examples of how you've helped customers navigate financial challenges in the past.
Highlight Regulatory Awareness: Demonstrate your understanding of FCA guidelines and consumer duty standards in your application. This shows that you are aware of the regulatory environment and can uphold ethical practices.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any errors. A polished application reflects attention to detail, which is crucial for a Collections Officer.
How to prepare for a job interview at InterQuest Group
✨Show Empathy and Understanding
As a Collections Officer, you'll be dealing with customers facing financial difficulties. During the interview, demonstrate your ability to empathise with their situations. Share examples from your past experiences where you successfully handled sensitive conversations with care and professionalism.
✨Know Your Regulations
Familiarise yourself with FCA guidelines and consumer duty standards before the interview. Being able to discuss these regulations confidently will show that you understand the importance of compliance in the collections process and are prepared to uphold ethical practices.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your decision-making skills and ability to manage vulnerable customers. Prepare by thinking through potential situations you might face as a Collections Officer and how you would approach them, focusing on fairness and customer-centric solutions.
✨Highlight Your Teamwork Skills
The role involves collaboration with both internal stakeholders and external agencies. Be ready to discuss your experience working in teams, how you support colleagues, and any instances where you contributed to a positive team environment, especially during high-pressure situations.
