At a Glance
- Tasks: Engage with customers to resolve complex arrears cases through phone and digital channels.
- Company: Join Capital on Tap, a leading financial platform for small businesses.
- Benefits: Enjoy a competitive salary, private healthcare, 28 days holiday, and a learning budget.
- Other info: Be part of a diverse team committed to inclusivity and personal growth.
- Why this job: Make a real difference by helping vulnerable customers find fair outcomes.
- Qualifications: Experience in collections and handling complex customer conversations is essential.
The predicted salary is between 37000 - 40000 £ per year.
Capital on Tap started because small businesses were underserved.
Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed.
We set out to fix that.
Today we’re a financial platform offering a business credit card, spend management platform, savings product, and a growing suite of tools and financial products that make running a small business easier.
We have 1,000+ employees, £20bn in annual card spend, 200,000+ customers, and 17,000+ Trustpilot reviews averaging 4.7 stars.
What You’ll Be Doing
As a complex case team member you will support both Collections and Specialist Support Team (Vulnerable Customers) by engaging customers and third parties over phone and digital channels to resolve arrears.
- 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.
- 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).
- Enjoying 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).
- 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.
Benefits
- Salary range £37,000 – £40,000 depending on experience.
- Private healthcare, dental and optician services through Vitality.
- Worldwide travel insurance through Vitality.
- Annual learning and wellbeing budget.
- 28 days holiday plus bank holidays.
- Enhanced parental leave.
- Cycle‑to‑work scheme.
- Season ticket loan.
- Salary sacrifice pension scheme with 7% match.
- Employee assistance programme with free therapy sessions.
At Capital on Tap we are fully focused on equality and believe deeply in the diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are.
We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.
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