At a Glance
- 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.
- Other info: Flexible working hours with a focus on work-life balance.
- 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.
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.
StudySmarter Expert Advice🤫
We think this is how you could land Collections / Arrears Management in London
✨Tip Number 1: Tap Into Professional Networks
The finance world loves a good connection, so jump into industry-specific groups on platforms like LinkedIn where you can find discussions on financial controlling. Engaging in these communities can expose you to hidden job leads that aren't openly advertised!
✨Tip Number 2: Attend Finance Events and Conferences
Make it a mission to attend finance-related events and conferences, even virtual ones! This is a golden opportunity to network face-to-face with people from companies like Deloitte. You never know who might be your next boss or a crucial contact!
✨Tip Number 3: Showcase Your Expertise
Consider writing articles or sharing insights related to financial controlling or industry trends. Publish these on platforms like LinkedIn to establish yourself as a knowledgeable player in the field. This not only increases your visibility but also catches the attention of recruiters from Deloitte.
✨Tip Number 4: Apply Directly on Company Websites
Since you're going for a full-time gig, don't forget to keep an eye on the careers page of companies you're interested in, like Deloitte. Many companies prefer candidates who apply through their website as it shows genuine interest and makes your application stand out!
We think you need these skills to ace Collections / Arrears Management in London
Some tips for your application 🫡
Show Off Your Numbers Game:In financial controlling, detail is everything! Make sure your CV showcases your proficiency with numbers—highlight any relevant experience in budgeting, forecasting, or working with financial software. Quantifying your past achievements will make you stand out, so don’t be shy about flaunting those impressive percentages or cost savings you've implemented.
Tailored Cover Letter is Key:Your cover letter is a chance to shine, especially for a full-time role. Use it to express your genuine interest in Deloitte and the specific impact you hope to make in financial controlling. Mention any relevant qualifications or experiences that align with the company’s goals, and don’t forget to show that you're ready for a long-term commitment!
Certifications Matter:List relevant certifications such as ACCA or CIMA on your CV. These qualifications not only showcase your dedication to the field but also your technical competence in financial principles. If you have any ongoing training or courses, make sure to mention those as well to demonstrate your commitment to continual learning in financial controlling.
Don’t Overlook Soft Skills:While numbers are crucial, so are those soft skills! Financial controllers need strong communication and analytical reasoning abilities. We recommend embedding examples of these skills in your CV and cover letter, like how you’ve successfully delivered financial reports to stakeholders or collaborated with teams to improve processes. Let’s show Deloitte how you can be a team player!
How to prepare for a job interview at Deloitte
✨Brush Up on Technical Skills
Make sure you're comfortable with key financial concepts, especially around forecasting, budgeting, and variance analysis. Sometimes, interviewers may throw in technical questions or case studies, so practicing these types of scenarios will help you shine!
✨Showcase Your Financial Acumen
If you've had experience with specific financial software like SAP or Oracle, make it known! Be ready to discuss how you used these tools to improve processes or reporting, as this hands-on knowledge can really set you apart in a full-time role with Deloitte.
✨Know Your Numbers
In full-time interviews, especially in financial controlling, be prepared for numerical reasoning tests or questions. Brush up on your mental maths and understand how to interpret and analyse financial statements on the spot, as this may come up during the assessment.
✨Connect with Company Goals
Familiarise yourself with Deloitte's financial objectives and any recent developments. During the interview, try to weave your understanding of their business model and challenges into your answers—this shows your genuine interest and alignment with their goals!
