Collections Analyst

Capital on Tap; Cardiff; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Private Healthcare including dental/ey

Worldwide travel insurance

Annual Learning and Wellbeing Budget

6 free therapy sessions per year

Cycle to Work Scheme

Dog Friendly Offices

5% employer pension contribution

Job summary

Capital on Tap, Cardiff-based, is recruiting for a Collections & Customer Operations role. The team focuses on data analytics to improve collections, stay compliant with FCA rules, and drive fair outcomes for customers.

The role sits at the heart of Customer Operations, balancing reporting duties with operational improvements. We offer a 37.5-hour week, 3 days in the office and 2 from home, with an emphasis on delivering insights to senior stakeholders and maintaining robust reporting across

Qualifications

• A track record in a data, analytics, or strategy role within financial services.
• Solid knowledge of end-to-end collections processes and debt recovery mechanics.
• Proficient SQL skills with ability to extract and interpret datasets.
• Excellent ability to interpret data and write clear reports for senior stakeholders.
• Strong attention to detail and ability to manage multiple deliverables in a fast-paced environment.

Responsibilities

• Build and maintain reporting on key collections metrics, including repayment and recovery rates and team performance.
• Review and improve how we manage collections and help customers who are struggling, balancing recovery with fair outcomes.
• Assess current operations, identify bottlenecks, and propose improvements to raise effectiveness.
• Develop deep knowledge of data and systems, resolve data issues, and act as main contact for external suppliers.
• Represent department priorities, ensuring FCA compliance and alignment with policy.
• Apply data, analytics or strategy skills to support ongoing process optimization in financial services.
• Interpret data and produce clear reports and insights for any audience.
• Collaborate with cross-functional teams to deliver high-volume outputs with accuracy.

Skills

SQL

Data analytics

Reporting

Compliance

Debt recovery

Financial services

Process improvement

Job description

We’re Capital on Tap

Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!

Cardiff | 3 days in office, 2 from home (Fully office-based for the first 3 months)

Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm.

Collections & Customer Operations

As our business continues to scale, our Collections team plays a key role in supporting good customer outcomes. This role sits at the heart of Customer Operations, combining data analytics with operational improvement to keep our collections practices efficient, compliant, and evolving.

What You'll Be Doing

• Build and maintain reporting on key collections metrics, including repayment and recovery rates and team performance, turning results into clear insights for senior stakeholders.
• Review and improve how we manage collections and help customers who are struggling, balancing consistent recovery performance with fair customer outcomes.
• Review how the team currently operates, identify where processes slow down, and help shape improvements that make the department more effective.
• Build detailed knowledge of our data and systems, resolving data issues to keep reporting accurate, and act as the main point of contact for external suppliers.
• Represent the department's priorities, ensuring fair treatment of customers and full compliance with FCA rules and company policy.
• A track record in a data, analytics, or strategy role within financial services, with solid knowledge of the sector's demands.
• A good grasp of end-to-end collections processes, debt recovery mechanics, and strategy optimisation, with the skills to help bring about real improvement.
• Proficient SQL skills, able to extract, manipulate, and interpret datasets to uncover meaningful insights with minimal supervision.
• Excellent ability to interpret data and write clear reports, turning complex trends into compelling findings for any audience.
• Sharp attention to detail, with the ability to prioritise and manage multiple deliverables in a fast-paced, high-volume environment.

Diversity & Inclusion

We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

We believe in balancing hard work with a bit of fun, so our office is designed for both productivity and play. From a pool table and PlayStation to a few office dogs roaming around, we’ve created a space where you can relax and recharge.

Check out the perks we offer:

• Salary range £35,000 - £40,000 depending on experience
• Private Healthcare including dental and optician services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
• Salary Sacrifice Pension Scheme up to 7% match
• 28 days holiday (plus bank holidays)
• Annual Learning and Wellbeing Budget
• Enhanced Parental Leave
• Cycle to Work Scheme
• Season Ticket Loan
• 6 free therapy sessions per year
• Dog Friendly Offices
• Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

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