Collections and Customer Relations Executive

Development Bank of Wales; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

A financial institution in Wales is seeking a Collections and Customer Relations Executive. This role involves maximising arrears collections while ensuring high levels of customer service, particularly for vulnerable customers. Candidates should have a minimum of 12 months' experience in collections or recoveries and strong complaint handling skills. This is a full-time position within the banking sector located in Cardiff.

Qualifications

• At least 12 months of experience in collections, arrears, or recoveries within a regulated environment.
• Proven customer service skills—especially with vulnerable customers.
• Effective complaint handling experience.

Responsibilities

• Maximise arrears collections for Help to Buy Wales.
• Ensure high customer service levels.
• Administer payment promises.

Skills

Collections experience

Customer service skills

Complaint handling

Job description

Collections and Customer Relations Executive

Join to apply for the Collections and Customer Relations Executive role at Development Bank of Wales.

The role holder will be responsible for maximising arrears collections on behalf of Help to Buy Wales, in accordance with the Financial Conduct Authority’s regulated consumer credit requirements. This involves empathising with customers to understand their current situation, working through suitable resolution options, and establishing a collection strategy that meets both customer and business needs.

Key responsibilities include ensuring high customer service levels, negotiating and administering payment promises, engaging with customers through the arrears process, managing individual caseloads, delivering debt recovery processing, identifying potentially vulnerable customers, assessing customer income and expenditure, and handling customer dissatisfaction and complaints.

Candidates should have at least 12 months of experience in collections, arrears, or recoveries within a regulated environment, proven customer service skills—especially with vulnerable customers—and effective complaint handling experience.

Additional Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industries: Banking