Collections Specialist

DF Capital Group; Manchester; On-site; GBP 25,000 - 40,000; Full time

Job summary

DF Capital is seeking a dedicated Collections Specialist to join our team in Manchester. The role focuses on assisting customers in financial difficulties through effective communication and solution-oriented practices. The ideal candidate will possess extensive experience in collections, demonstrate strong negotiation skills, and be committed to delivering excellent customer outcomes.

Benefits

Private medical insurance

Pension contributions

Generous leave

Gym membership

Bonuses

Share awards

Life assurance

Income protection

Volunteering days

Qualifications

• Extensive experience in collections within a regulated environment.
• Strong and empathetic communication skills.
• Ability to manage customer relationships and lead collections processes.

Responsibilities

• Manage all interactions with customers facing financial difficulties.
• Negotiate repayment solutions and implement forbearance strategies.
• Ensure compliance with legal and regulatory requirements in collections.

Skills

Communication

Negotiation

Customer Focus

Solution-oriented

Tools

Salesforce

Job description

OVERVIEW

At DF Capital, we champion banking for ambition. As an award-winning provider of commercial finance and savings, we empower depositors and small businesses with financial solutions tailored to fuel their growth. Headquartered in Manchester, our team of over 130 serves thousands of customers across the UK, transforming savings into new opportunities for businesses to thrive.

We’re passionate about helping our customers succeed. As we expand our retail and commercial lending products, we remain committed to meeting their evolving needs and supporting their ambitions every step of the way.

OUR STORY

Founded in 2016, DF Capital was born with a focus on distribution finance - providing dealers, distributors, and manufacturers with the funding they need to stock, display, and sell products, without straining cash flow.

Since then, we’ve delivered over £3.5bn of funding across diverse sectors. From motorhomes and machinery to motorbikes and lodges, we’ve financed all shapes and sizes of commercial vehicles and automobiles (no planes or trains - yet). We listed on the Alternative Investment Market of the London Stock Exchange in 2019.

BECOMING A BANK

In 2020, we became a fully authorised bank, extending our offering with savings products for retail depositors. We’re proud of our strong customer service, consistently achieving high satisfaction scores - like our current average rating of 4.8/5 from 1,200+ reviews, which also earned us a Platinum Trusted Service Award. The deposits we receive fuel UK businesses through our commercial lending, creating a virtuous cycle of growth.

WHERE WE’RE HEADED

Our goal is simple: to be the best bank - for our customers and each other. We put customer needs first, continuously looking to improve our proposition on their feedback. We aim to help more customers in more ways while continuing to deliver exceptional service.

How do we achieve this? By hiring people who care deeply about doing the right thing, we’ve been recognised as ‘World Class to Work For’ by Best Companies, and we're proud of our inclusive, sustainable, and progressive workplace.

OUR CULTURE

DF Capital is a very special place to work. We have an amazing team who commit themselves each and every day to bring our ambitious growth plans to life. We’ve achieved much on our journey so far, but I believe we have our best days ahead of us.

We’ve established a unique culture that is built on a virtuous circle where engaged and empowered employees, who are powered by a shared purpose, deliver great outcomes for our customers, our communities, the environment and ultimately our shareholders. This is why we are rated a world class place to work and are amongst the best companies to work for in the UK.

THE ROLE

We are looking for a Collections Specialist to work on our newly launched Asset Finance proposition. You will join the Credit & Portfolio team with responsibility for supporting our customers should they fall into difficulties during their loan. You will spend time with our customers to understand their circumstances and situation and provide them with the help they need to get back on track. You will also support them through disposal of the asset should that ultimately prove to be the best outcome. You will be customer focused, detail-driven, diligent, meticulous, and considered in your approach, making the right decisions to drive the best possible outcomes for the Bank and our customers.

RESPONSIBILITIES AND DUTIES

DF Capital is committed to providing employees with the right training and support to excel in their roles and future careers. We believe that applicants with the right attitude and drive will succeed in this role.

Other duties may include:

• Leading all contact with customers in financial difficulties, including inbound and outbound calls, and written communications
• Delivering a professional and empathetic approach to collections, ensuring respectful treatment of customers
• Negotiating, monitoring, and implementing repayment solutions that benefit both customers and the Bank
• Ensuring the availability and proper use of our arrangement/forbearance toolkit
• Managing customers through collections and recoveries, including repossession processes
• Instructing and liaising with third-party services such as repossession agents
• Continuously improving processes, communication strategies, and approaches
• Making strategic recommendations to improve outcomes for the Bank and customers
• Remaining compliant with all relevant legislation and regulation
• Collaborating with Credit and Legal teams for a coordinated approach
• Maintaining accurate records of all customer interactions and recovery actions

Candidate requirements include:

• Extensive experience supporting customers through collections in a regulated environment
• Strong communication skills and ability to develop positive relationships over the phone
• Knowledge of best practices in collections, including vulnerability management
• Proven ability to lead and improve collections processes
• Commitment to delivering excellent customer outcomes
• Desire to build and lead a collections approach from scratch
• Some knowledge of asset finance and repossession procedures
• Highly adaptable and solution-oriented mindset
• Ability to adhere to policies and challenge processes appropriately
• Experience with Salesforce is beneficial
• Experience in commercial collections and recoveries is advantageous

Benefits include private medical insurance, pension contributions, generous leave, gym membership, bonuses, share awards, life assurance, income protection, share schemes, salary sacrifice options, volunteering days, and a vibrant office location in Manchester.