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- Tasks: Join our team as a Collections Agent, handling calls and supporting customers in financial difficulty.
- Company: Deloitte is a leading global consulting firm, dedicated to making an impact that matters.
- Benefits: Enjoy fully remote work, competitive pay, and opportunities for career progression.
- Why this job: Make a difference by helping vulnerable customers while developing your skills in a supportive environment.
- Qualifications: Must have 3 months of collections experience and excellent communication skills.
- Other info: Flexible working hours with a focus on work-life balance.
At Deloitte, we’re looking for Collections Agents to join an existing Financial Health and Support Team who work in partnership with a well-known Retail Banking Client, operating within a high-volume inbound call centre environment.
Start Date: 4th August 2025
End Date: Current end date 31st July 2026, however likely to extend to 31st December 2027
Location: Fully remote
Rate: Traditional Day Rate Equivalent: £162 Agreed Contract Rate (ACR) £124.45 (Post deduction of all employer costs)
Illustrative Equivalent Annual Salary: £32,357.56
Illustrative Equivalent Monthly Salary: £2,696.46
Illustrative Equivalent Monthly Holiday Pay: £325.43 (paid up front monthly)
Total Monthly Pay: £3,021.89 PAYE
Illustrative NET Pay: £2,495.14
Working Hours: Full Time. Monday to Friday, between 8am to 8pm, Saturday, 9am to 5pm. Typical shift pattern includes 1 Saturday in 3 and 2 late shifts per week.
Role Overview: The Collections Agents will handle a large number of calls, speaking with customers who are facing financial difficulty, completing income and expenditure forms and creating appropriate arrears solutions. There is a key focus on vulnerable customers, using the TEXAS framework to identify effectively and support them with their financial health. These roles would suit candidates with a customer-centric mindset who can work to a high level of accuracy in a results-orientated and quality-controlled environment. The ideal candidate will have prior financial health and collections experience gained in financial services or utilities. There are opportunities for progression and development, with the ability to shape your career in a growing team.
Responsibilities:
- Handle a high volume of calls and speaking with customers to understand their circumstances, go through income and expenditure forms, and create appropriate arrears solutions.
- Work towards high productivity and quality standards set by the project.
- Offer specialised support for vulnerable customers.
- Escalate any issues to the Team Leader.
MUST have Requirements:
- Minimum of 3 months collections experience working in either Financial Services industries, or 6 months consecutive experience in Utilities.
- High volume inbound call centre experience.
- Evidence of working with vulnerable customers. Knowledge of the TEXAS or other vulnerability models is desired.
Skills Required:
- Previous Financial Services collections experience.
- Experience of speaking with vulnerable customers and signposting.
- Excellent telephone manner and strong communication skills.
- Experience of following processes and working in a regulated environment.
- A genuine passion for great customer service and helping others.
- A strong work ethic and resilience, with the ability to work well in a fast-paced environment.
- Good MS Office skills.
Contact Detail:
Deloitte Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections / Arrears Management
✨Tip Number 1
Familiarise yourself with the TEXAS framework and other vulnerability models. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to supporting vulnerable customers.
✨Tip Number 2
Practice your telephone communication skills. Since this role involves handling a high volume of calls, being able to convey empathy and clarity over the phone is crucial. Consider role-playing scenarios with friends or family.
✨Tip Number 3
Research common challenges faced by customers in financial difficulty. Being knowledgeable about these issues will allow you to engage more effectively during your calls and show that you understand their circumstances.
✨Tip Number 4
Network with professionals in the financial services sector. Connecting with others who have experience in collections can provide valuable insights and potentially lead to referrals for the position.
We think you need these skills to ace Collections / Arrears Management
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in collections and financial services. Emphasise any roles where you've worked with vulnerable customers or in a high-volume call centre environment.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the challenges faced by customers in financial difficulty. Mention your familiarity with the TEXAS framework or similar models.
Showcase Relevant Skills: Clearly outline your skills that match the job requirements, such as excellent communication, resilience, and the ability to follow processes in a regulated environment. Use specific examples from your past experiences.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Deloitte
✨Show Your Customer-Centric Mindset
During the interview, emphasise your commitment to customer service. Share specific examples of how you've helped customers in difficult situations, especially vulnerable ones, as this aligns with the role's focus.
✨Demonstrate Your Collections Experience
Be prepared to discuss your previous collections experience in detail. Highlight any relevant roles in financial services or utilities, and explain how you handled high volumes of calls while maintaining accuracy.
✨Familiarise Yourself with the TEXAS Framework
Since the role involves supporting vulnerable customers using the TEXAS framework, make sure you understand its principles. Be ready to discuss how you would apply this knowledge in real-life scenarios during the interview.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview to assess your communication skills and approach to handling calls. Practice responding to various customer situations, focusing on empathy and problem-solving.