Collections Specialist

OVERVIEW

At DF Capital, we champion banking for ambition. As an award-winning provider of commercial finance and savings, we empower depositors and small businesses with financial solutions tailored to fuel their growth. Headquartered in Manchester, our team of over 130 serves thousands of customers across the UK, transforming savings into new opportunities for businesses to thrive.

We’re passionate about helping our customers succeed. As we expand our retail and commercial lending products, we remain committed to meeting their evolving needs and supporting their ambitions every step of the way.

OUR STORY

Founded in 2016, DF Capital was born with a focus on distribution finance – providing dealers, distributors, and manufacturers with the funding they need to stock, display, and sell products, without straining cash flow.

Since then, we’ve delivered over £3.5bn of funding across diverse sectors. From motorhomes and machinery to motorbikes and lodges, we’ve financed all shapes and sizes of commercial vehicles and automobiles (no planes or trains – yet). We listed on the Alternative Investment Market of the London Stock Exchange in 2019.

BECOMING A BANK

In 2020, we became a fully authorised bank, extending our offering with savings products for retail depositors. We’re proud of our strong customer service, consistently achieving high satisfaction scores – like our current average rating of 4.8/5 from 1,200+ reviews, which also earned us a Platinum Trusted Service Award. The deposits we receive fuel UK businesses through our commercial lending, creating a virtuous cycle of growth.

WHERE WE’RE HEADED

Our goal is simple: to be the best bank – for our customers and each other. We put customer needs first, continuously looking to improve our proposition based on their feedback. We aim to help more customers in more ways while continuing to deliver exceptional service.

HOW WE DO IT

By hiring people who care deeply about doing the right thing, we’ve been recognised as ‘World Class to Work For’ by Best Companies, and we\’re proud of our inclusive, sustainable, and progressive workplace.

OUR CULTURE

DF Capital is a very special place to work. We have an amazing team committed each day to bringing our ambitious growth plans to life. We’ve achieved much so far, but I believe our best days are ahead of us.

We’ve established a unique culture built on a virtuous circle where engaged and empowered employees, driven by a shared purpose, deliver great outcomes for our customers, communities, environment, and shareholders. This is why we are rated a world-class place to work and among the best companies to work for in the UK.

THE ROLE

We are seeking a Collections Specialist to join our newly launched Asset Finance proposition. You will be part of the Credit & Portfolio team, responsible for supporting customers experiencing difficulties during their loan. Your role involves understanding their circumstances, providing assistance to help them get back on track, and supporting asset disposal if necessary. You will need to be customer-focused, detail-oriented, diligent, meticulous, and thoughtful in your decision-making to achieve the best outcomes for both the Bank and our customers.

RESPONSIBILITIES AND DUTIES

DF Capital is committed to providing employees with the right training and support to excel. We believe that with the right attitude and drive, applicants will succeed in this role.

Other duties may include:

• Leading all customer contact in financial difficulties, handling inbound/outbound calls and written communications
• Maintaining a respectful and empathetic approach to collections
• Negotiating and implementing repayment solutions that benefit customers and the Bank
• Utilising the available toolkit for forbearance and repayment arrangements appropriately
• Managing customers through collections and recoveries, including repossession processes
• Liaising with third parties such as repossession or reconnection services
• Continuously improving processes, approaches, and communications
• Recommending strategic and policy changes for better outcomes
• Ensuring compliance with all relevant legislation and regulations
• Collaborating with Credit and Legal teams for coordinated recovery efforts
• Maintaining accurate records of customer interactions and recovery actions

Qualifications and experience:

• Extensive experience supporting customers in collections within a regulated environment
• Strong communication skills and ability to build positive relationships over the phone
• Knowledge of best practices in collections, including vulnerability management
• Proven ability to improve collections team management and processes
• Commitment to delivering optimal customer outcomes
• Desire to build and lead a collections approach from scratch
• Some knowledge of asset finance, including repossession of goods
• Highly adaptable, able to handle varied situations while focusing on outcomes
• Ability to adhere to company policies and challenge existing processes appropriately
• Experience with Salesforce and commercial collections/recoveries is beneficial

Benefits include:

• Private medical insurance for you and your partner
• 10% Employer pension contribution
• 30 days of annual leave plus bank/public holidays
• Free gym membership
• Discretionary annual bonus and share awards
• Life assurance and income protection
• Save As You Earn share scheme
• Tax-efficient salary sacrifice schemes for bicycles and electric vehicles
• Four days of paid volunteering leave
• Vibrant office location in Manchester city centre

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