Collections Agent

LGBT Great Careers; Basingstoke; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Performance bonus

Pension

Life Assurance

25 days holiday

Volunteer day

Private healthcare

EAP

Gym discounts

Season ticket loan

Inclusive culture

Job summary

Castle Trust Bank’s Omni Capital Retail Finance team is seeking a Collections Agent to support customers in financial difficulty, provide empathetic forbearance solutions, and guide the end-to-end journey toward fair outcomes. The role is based in the Basingstoke office, five days a week, with responsibilities across calls, letters, emails, and live chat.

You will manage call queues, negotiate with customers, and apply forbearance options while ensuring regulatory compliance and a customer-first

Qualifications

• Experience in a customer service environment delivering professional outcomes.
• Willingness to work on the phone with an excellent telephone manner.
• Strong written and verbal communication skills.
• Proven ability to negotiate to achieve fair outcomes.
• Comfortable using multiple computer systems to resolve enquiries.
• Flexible with changing priorities.
• Experience with defined processes and procedures.

Responsibilities

• Manage telephony queues and handle inbound calls; make outbound calls via automated dialer.
• Use effective questioning to understand customer circumstances and work towards debt resolution in line with regulatory requirements.
• Act as first point of escalation for collections queries.
• Support collections strategies across letters, SMS, email and phone, always putting the customer first.
• Respond to customer emails across multiple inboxes.
• Communicate with customers via live chat to resolve enquiries efficiently.
• Identify tailored solutions to meet customers’ needs and apply forbearance where appropriate.
• Follow established processes to ensure consistency and high standards.
• Identify potential complaints and escalate when necessary.
• Support Customer Service lines during peak periods.

Skills

Customer service

Telephone etiquette

Negotiation

Communication skills

Problem solving

Empathy

Tools

CRM systems

Dialer systems

Multichannel communication

Job description

Collections Agent

“Delivering fair outcomes through trust, transparency and teamwork”

At Castle Trust Bank, 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 customers with innovative credit solutions that allow them to spread the cost of their purchases using state‑of‑the‑art technology. As our business continues to grow, we’re looking for talented people to join our team and help drive our success forward.

This role is based in the Basingstoke office 5 days a week

The role and what you’ll lead and deliver:

We’re currently recruiting a Collections Agent to join our Omni Capital Retail Finance team. In this role, you’ll support customers who may be experiencing financial difficulty by providing tailored, empathetic support and appropriate forbearance solutions. You’ll play a key role in managing the end‑to‑end customer journey while ensuring fair and compliant outcomes at all times.

• Managetelephony queues, handling inbound calls and making outbound calls via an automated dialler
• Use effective questioning techniques to understand individual customer circumstances and work toward appropriate debt resolution in line with regulatory requirements
• Act as the first point of escalation for collections‑related customer queries
• Support collections strategies across letters, SMS, email and phone, always putting the customer first
• Respond to customeremails across multiple inboxes
• Communicate with customers via live chat to resolve enquiries efficiently
• Demonstrate empathy and identify tailored solutions to meet customers’ needs
• Apply forbearance options to support vulnerable customers through the repayment process
• Follow established processes and procedures to ensure consistency and high standard
• Identify potential complaints and manage appropriately, escalating where necessary
• Support Customer Service phone lines during peak periods

What you’ll bring:

We are looking for a natural problem solver with the ability to implement the most appropriate solutions for our customers, listen effectively and be empathetic with each situation you are faced with. 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:

Essential

• Experience working in a customer service environment driven to deliver professional, positive customer outcomes
• Willingness to work on the phone with an excellent telephone manner
• Strong written and verbal communication skills
• Proven ability to negotiate with customers to achieve positive and fair outcomes
• Comfortable using multiple computer systems to resolve customer enquiries
• Flexible with changing priorities
• Experience working with defined processes and procedures

Desirable

• Previous experience working in collections within financial services
• Experience in a contact centre environment, handling inbound and outbound calls and customer emails

Why join Castle Trust Bank?

• Competitive salary
• Performance bonus (based on individual and company performance)
• Generous contributory pension through Hargreaves Lansdown
• Life Assurance
• 25 days’ holiday + option to buy/sell 5 days
• Additional paid volunteering day
• Private healthcare through Equipsme (includes cash back for Dental and Optical treatment)
• Free access to BHSF Rise EAP to support colleague health and wellbeing
• Gym discounts
• Season ticket travel loans (if applicable)
• A supportive, inclusive culture where your work has real impact

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 will always base our decisions on merit.

We use AI to help support early application screening, improving consistency and efficiency. All hiring decisions involve human judgment and review, not technology.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact [e-mail]

https://www.castletrust.co.uk/careers/who-we-are