Recoveries Specialist in Leicester

At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services - we’re building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

What You Will Do

• Proactively communicate with customers, third party debt advice organisations and third-party suppliers through written and telephone-based channels in a timely manner ensuring all parties are kept fully informed throughout the duration of the recovery process.
• Ensure smooth recovery of monies in line with FCA requirements and team objectives are delivered.
• Ensure any complex cases that can’t be recovered/resolved are escalated to the relevant parties in a timely manner and all parties are kept fully informed until resolved.
• Regularly update accurate records of debt recovery cases and data in relevant tools and systems in line with company procedures and provide any relevant data/reports for management relating to personal and recoveries activity as and when required.
• Build and maintain solid working relationships across the business, specifically across borrower services and Accounts to ensure effective resolution of bad debt cases.
• Assess the affordability aspect when setting an arrangement to pay, an understanding of how consumers operate and the barriers to making payment.
• Operate in manner compliant with all applicable regulations and relevant business risks, ensure relevant processes are followed and any breaches/non-compliance is highlighted immediately to manager and compliance.
• Develop own knowledge of relevant products, as well as regulatory practices and procedures, service standards, processing and systems relating to recoveries/customer operations.
• Complete timely and accurate administration processes to support front and back end operations.
• Any other duties as required that reasonably fall within the role.

What You Will Need

• A good understanding of working with customers in financial difficulty.
• A good understanding of modern debt collection and recovery methodology is desirable however not essential.
• Customer service experience is desirable.
• Previous administration experience is desirable however not essential.
• Strong verbal and written communication skills.
• Competent skills in Microsoft Office.
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders.

Our promise to you…

We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts! We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!

Important Footnote

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!