Collections Officer - Vulnerable Customer Team

Capital on Tap

Cardiff

Hybrid

GBP 27,000 - 34,000

Full time

14 days+

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Benefits offered by this job

Starting salary £27,000 - £34,000

Private Healthcare including dental

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension

28 days holiday

Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

Therapy sessions

Dog Friendly Offices

Free drinks and snacks

Job summary

Capital on Tap in Cardiff is seeking a Collections Officer to join our Specialist Support team. You will handle vulnerable customers in arrears with empathy and professionalism, conducting detailed reviews of accounts and documentation to tailor support.

You will work 37.5 hours per week, with 3 days in the office and 2 from home, starting fully office-based for the first 3 months, and collaborate with other departments to drive fair outcomes and strong customer outcomes.

Qualifications

Experience in financial vulnerability support and handling collections and arrears.
Background in a contact centre with strong verbal and written communication.
Demonstrate resilience and a proactive mindset, with the confidence to take initiative and solve problems.
Good knowledge and understanding of collections and arrears.
Strong time management with the capacity to prioritise and manage workload.

Responsibilities

Taking escalated inbound calls from vulnerable customers who are in financial arrears.
Managing your own portfolio of vulnerable customers, providing outstanding support and service.
Using your knowledge to meet key metrics and applying the 'treating customers fairly' principles.
Working collaboratively with other departments to provide a seamless customer experience.
Conduct thorough reviews of required documentation, such as bank statements and income/expenditure forms.

Skills

Financial vulnerability support

Collections and arrears experience

Contact centre experience

Verbal and written communication

Resilience and proactive mindset

Time management

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!

Check out the development opportunities in the Specialist Support team.

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.

About the Team

As a Collections Officer on our Specialist Support team, you'll play a vital role in delivering tailored support to customers who require additional care. You'll carry out detailed vulnerability assessments, review customer accounts, and ensure every individual is treated with empathy, dignity, and respect. The role involves managing complex cases, identifying emerging trends, and contributing to strategies that enhance support for customers in arrears.

What You’ll Be Doing

Taking escalated inbound calls from vulnerable customers who are experiencing financial difficulty and are in financial arrears.
Managing your own portfolio of vulnerable customers, providing outstanding support and service to best assist our customers.
Using your knowledge and expertise to ensure you meet key metrics and treating customers fairly principles.
Working collaboratively with other departments in Capital on Tap to provide a seamless customer experience.
Conduct thorough reviews of required documentation, such as bank statements and income and expenditure forms.

We encourage applicants to carefully consider the nature of this role, as it involves handling sensitive conversations that may be emotionally challenging at times. We kindly ask that you apply only if you feel comfortable managing these types of discussions in a professional and supportive manner.

We’re Looking For

Experience working in a financial vulnerability support role as well as experience in handling collections and arrears.
A background in a contact centre environment, with strong verbal and written communication skills.
The ability to demonstrate resilience and a proactive mindset, with the confidence to take initiative and solve problems effectively.
A good knowledge and understanding of collections and arrears.
Strong time management with the capacity to effectively prioritise and manage your workload.

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 try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits: