Collections Agent

Castle Trust Bank; Basingstoke; On-site; GBP 20,000 - 25,000; Full time

Job summary

Castle Trust Bank is seeking a Collections Agent to join their Omni Capital team in Basingstoke. The role involves supporting customers in arrears, providing tailored solutions, and managing communications effectively. Ideal candidates will possess strong problem-solving skills and a passion for excellent customer service, with training provided for those new to financial services.

Benefits

Annual performance-related bonus

Generous contributory pension scheme

25 days annual leave plus bank holidays

Healthcare benefits through Vitality

Free access to Lifeworks EAP

Free eye test vouchers

Discounted gym membership

Season ticket travel loans

Qualifications

• Experience in financial services or collections is beneficial.
• Exceptional organization and communication skills are essential.
• Strong working knowledge of Microsoft Office products.

Responsibilities

• Manage inbound calls and emails from customers in arrears.
• Provide tailored support using various forbearance options.
• Help manage the end-to-end customer journey.

Skills

Problem Solving

Communication

Empathy

Organizational Skills

Tools

Microsoft Office

Job description

The opportunity

We have an opportunity for a talented Collections Agent to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

Our retail finance division, Omni Capital, partners with retailers nationwide to provide their customers with innovative credit solutions, using state-of-the-art technology that allow them to spread the cost of their purchases. We’re on the lookout for new talent to join Omni to help continue to drive our thriving business forward.

As a Collections Agent, you will be responsible for dealing with a range of customers who are in arrears on their loan repayments and need tailored support using various forbearance options that are available. You will be managing inbound calls & emails, and making outbound dials through an automated dialler, as well as helping the wider operations team manage and support the end-to-end customer journey. This is a target driven role, whilst dealing with customers who are potentially in challenging financial positions, therefore it’s important that you are resilient and able to work well under pressure.

You’ll work alongside a fun, creative and energetic team of people who all work together to ensure our 5 company values of Customers First, Forward Thinking, Professional Pride, Achieve Together, and Open & Transparent are at the heart of everything we do.

The role is based at our Basingstoke office which is home to the Omni Operations Team. It has great access to the M3 and the mainline railway station, and just 45 minutes from London.

What we are looking for in you…

What is important to us is that you are a natural problem solver with the ability to implement the most appropriate solutions for our customers, with the ability to listen effectively and be empathetic with each situation you are faced with. If you have previously worked in financial services or collections, this would be beneficial, however training will be provided.

To be successful, your organisation and communication skills will need to be exceptional as you will be juggling many priorities and using multiple systems at the same time as communicating with customers. In addition, you will have to have a strong working knowledge of Microsoft Office products (Excel, Word and Outlook), with an underlying passion for delivering excellent customer service.

What’s in it for you…

As well as a competitive salary (up to £25,000, dependent on experience), we offer an annual performance related bonus based on individual and company performance. In addition, a generous contributory pension scheme through Hargreaves Lansdown, life assurance, 25 days annual leave (plus bank holidays on top) with the option to buy/sell up to 5 additional days (terms apply).

Wellbeing is also high on our agenda, and we offer healthcare benefits through Vitality and Equipsme. In addition, all colleagues have free access to Lifeworks EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable).

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and base our decisions on merit.

If you are a person with a disability and need a reasonable adjustment to apply for one of our opportunities, please contact [e-mail]