At a Glance
- Tasks: Manage collections for SME Lending, ensuring fair treatment and timely communication with customers.
- Company: Award-winning UK bank with a focus on growth and inclusivity.
- Benefits: Generous holiday allowance, profit-sharing, and employee discounts.
- Other info: Hybrid role with excellent career development opportunities.
- Why this job: Join a friendly team and make a real difference in customer recovery.
- Qualifications: 1+ years in collections, strong communication skills, and proficiency in Microsoft Office.
The predicted salary is between 30000 - 40000 € per year.
We are an award‑winning UK bank and a Platinum Investor in People employer focused on growth. The Collections Associate role is part of the Paragon SME Lending Recoveries team and is ideal for an experienced collections professional looking to develop in a friendly, inclusive environment.
Role Overview
The primary responsibility is the effective and timely collection of SME Lending arrears, maintaining a proactive recoveries strategy in line with company policies and FCA principles of Treating Customers Fairly.
Key Duties
- Take responsibility for early arrears cases in line with Paragon SME Lending Recoveries policy.
- Manage a portfolio of customers in arrears, contacting them in a timely manner to gather information, confirm and obtain commitment to clear arrears.
- Make telephone contact within agreed timescales and gather a comprehensive understanding of each customer’s situation.
- Operate within the company’s Vulnerable Customer policy, ensuring all vulnerable customers are recorded appropriately.
- Assess each arrears case, recommend the most appropriate action and protect Paragon’s interests while ensuring fair treatment.
- Apply SME Lending’s Forbearance Policy and FCA principles of Treating Customer Fairly.
- Use early warning indicators such as Watchlist and Experian Alerts to inform decisions on early arrears cases and refer concerns to the Recoveries Manager.
- Maintain up‑to‑date notes in the lease administration system documenting current status and next actions.
- Liaise with Asset Management for valuations, highlight potential shortfall to the Recoveries Manager, and support provisioning decisions.
- Where required, refer accounts for novation or rewrite and prepare formal forbearance or asset substitution requests for credit approval.
- Monitor the SME Lending book to keep within agreed arrears tolerances.
- Contribute to Monthly Arrears Review meetings and prepare ad‑hoc direct debit payment requests.
- Prepare arrears and portfolio information for management and report on progress.
- Deliver consistently high quality customer service to external and internal customers.
- Log all customer complaints in line with the SME Lending Complaints Policy.
- Adhere to company values, behaviours, health and safety policies and any other regulatory requirements.
- Maintain regular interaction with Sales, Brokers and other departments to resolve issues efficiently.
- Undertake ad‑hoc tasks as reasonably requested.
About You
Qualifications & Experience
- Minimum of 1 year’s experience within collections or arrears management.
- Proficient use of Microsoft Word, Excel and Outlook.
- Organised, motivated and accurate, with strong time‑management and prioritisation skills.
- High level of systems awareness and controls.
- Excellent interpersonal, written and verbal communication skills.
- Professional, positive attitude and ability to adapt to change.
- Strong telephone communication techniques.
Working Hours
Monday to Friday 08:30 to 17:00 (1 hour lunch). Hybrid role – a minimum of 2 days per week in the office.
Equal Opportunity & Inclusion
As a Disability Confident Employer and a Platinum Investor in People, we welcome diversity and aim to create an inclusive workplace. If you require adjustments during the recruitment process, please let us know.
Benefits
- Generous holiday allowance – starting at 25 days, increasing to 30, with a birthday holiday, Christmas Eve and New Year’s Eve off, and the option to buy or sell up to a week’s leave.
- Share Save Scheme – discounted share purchase.
- Profit‑related pay – share in annual profit.
- Pension – employer contribution up to 10% of salary.
- Family‑friendly policies – enhanced parental pay and paid time off for fertility treatment.
- Employee discounts on entertainment, travel, shopping, motoring, etc.
- Annual volunteering day.
- Life assurance and personal accident cover.
Collections Associate in Southampton employer: Paragon Banking Group PLC
As an award-winning UK bank and a Platinum Investor in People employer, we pride ourselves on fostering a friendly and inclusive work environment that prioritises employee growth and development. The Collections Associate role offers a unique opportunity to engage with a diverse portfolio of customers while benefiting from generous holiday allowances, family-friendly policies, and a commitment to treating all employees fairly. Join us to be part of a team that values your contributions and supports your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Associate in Southampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the banking and collections industry. You never know who might have a lead on a Collections Associate role or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for collections roles and practice your responses. Show off your experience and how you handle customer interactions, especially with vulnerable customers.
✨Tip Number 3
Don’t forget to follow up! After an interview, send a quick thank-you email to express your appreciation for the opportunity. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining our team. Plus, it gives you a better chance to stand out!
We think you need these skills to ace Collections Associate in Southampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Collections Associate role. Highlight your experience in collections or arrears management, and don’t forget to showcase your strong communication skills and time-management abilities.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention your understanding of Treating Customers Fairly and how you can contribute to our proactive recoveries strategy.
Showcase Your Skills:We want to see your proficiency with Microsoft Word, Excel, and Outlook. If you have any specific examples of how you've used these tools in previous roles, be sure to include them in your application!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our friendly, inclusive environment.
How to prepare for a job interview at Paragon Banking Group PLC
✨Know Your Stuff
Before the interview, make sure you understand the role of a Collections Associate and the specific responsibilities outlined in the job description. Familiarise yourself with the company's policies, especially around Treating Customers Fairly and the Vulnerable Customer policy. This will show that you're not just interested in the job, but that you’re also committed to their values.
✨Showcase Your Experience
Be ready to discuss your previous experience in collections or arrears management. Prepare specific examples of how you've successfully managed customer portfolios, handled difficult conversations, or implemented effective recovery strategies. This will help demonstrate your capability and fit for the role.
✨Practice Your Communication Skills
Since strong verbal communication is key for this role, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend or family member. Focus on how you would approach contacting customers in arrears and how you would ensure they feel supported throughout the process.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for managing collections, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.
