Collections & Recovery Advisor - Customer-First & FCA

BMW Group; Aldershot; On-site; GBP 26,000 - 34,000; Full time

Job summary

BMW Group Financial Services UK is seeking a Collections Advisor to optimise customer contact and collect outstanding arrears while balancing customer outcomes with our brand values. The role requires vigilance in identifying vulnerable cases and applying forbearance under FCA guidelines.

Based at Summit One Campus, the role supports change activities, regulatory compliance, logging complaints within FCA timescales, and collaborating with management to improve processes.

Qualifications

• Experience in a collections environment or customer services, preferably in financial services.
• Knowledge of motor finance regulations such as Consumer Duty and FCA conduct rules (preferred).
• Strong administration, active listening and communication skills.

Responsibilities

• Optimise customer contact to collect outstanding arrears while balancing customer outcomes and brand values.
• Support management in change activities to enable process improvement and regulatory compliance.
• Monitor vulnerable cases to support customers and minimise negative impact and losses.
• Identify, log and resolve customer complaints in line with FCA timescales.

Skills

Collections experience

Administration

Active listening

Communication

Customer service

Job description

BMW Group Financial Services UK is seeking a Collections Advisor to optimise customer contact and collect outstanding arrears while balancing customer outcomes with our brand values. The role requires vigilance in identifying vulnerable cases and applying forbearance under FCA guidelines.

Based at Summit One Campus, the role supports change activities, regulatory compliance, logging complaints within FCA timescales, and collaborating with management to improve processes.