Collections Specialist

Together - loans, mortgages & finance; Cheadle; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

26 days holiday

Discretionary annual bonus

Matched pension contribution

Private medical insurance

Life assurance

Critical illness cover

Travel season ticket loans

Ride to work scheme

Gym access

Bar/restaurant discounts

Job summary

Together, based in Cheadle, is seeking a Collections Specialist to support customers in financial difficulty. You will handle arrears enquiries, assess affordability, and arrange sustainable outcomes with empathy and precision.

You will work with a team committed to fair customer outcomes, offering a comprehensive benefits package and a supportive environment. This role focuses on compliant, customer-centred recovery processes.

Qualifications

• Experience in collections and recoveries is essential.
• Ability to handle vulnerable customers with empathy.
• Experience assessing affordability and determining suitable remedies.
• Clear focus on positive customer outcomes and compliant handling.
• Strong listening and questioning to understand customer circumstances.
• Excellent attention to detail and accuracy under pressure.

Responsibilities

• Handle inbound and outbound calls relating to arrears on regulated and unregulated accounts.
• Identify root causes of customer financial difficulties and tailor appropriate support.
• Resolve customer inquiries at first contact where possible.
• Identify and address potential customer complaints promptly.
• Signpost and arrange support for vulnerable customers with suitable resources.

Skills

Collections & Recoveries

Vulnerable customers handling

Affordability assessment

Customer outcomes focus

Active listening

Attention to detail

Pressure management

Job description

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 950 colleagues help our customers throughout the UK, backed by the power of a £8 billion loan book.

Benefits of working at Together

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 950 colleagues help our customers throughout the UK, backed by the power of a £8 billion loan book.

Job Description

As a Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.

As a Collections Specialist, we are looking for someone to:

• Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
• Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs
• Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
• Identify and attempt to resolve potential customer complaints
• Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help

Qualifications

Essential

• Collections and Recoveries experience is a must
• Ability to deal with vulnerable customers
• Experience of assessing affordability
• An excellent understanding of what a good customer outcomes looks like
• An empathetic approach to customers through active listening and effective questioning
• Excellent attention to detail
• Ability to work under pressure

Desirable

• Experience with mortgage collections

Additional Information

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.

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