Collections Specialist

Ultimate Banking; Milton Keynes; Hybrid; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Matched contribution pension

Medical cover

Gym membership funds

Job summary

Ultimate Banking in Milton Keynes is hiring a Collections Consultant for a hybrid role, 3-4 days in the office. Salary to £35K DOE plus excellent benefits.

You will support customers in arrears by handling inbound and outbound contact via phone, email, SMS and WhatsApp, aiming to agree sustainable repayment solutions and keep accurate records. Duties include managing repayment plans, Direct Debits and forbearance, processing IVA/DMP notifications, identifying vulnerable customers, and meeting

Qualifications

• Experience in a consumer debt collections team.
• Familiarity with IVA and DMP processes.
• Strong negotiation and objection handling with empathy.
• Clear communication and ability to work in a team.

Responsibilities

• Handle inbound and outbound calls within SLA across multiple channels.
• Contact customers in arrears to discuss their situation and agree repayment arrangements.
• Set up and maintain repayment plans, direct debits, and forbearance arrangements.
• Process IVA and DMP notifications.
• Identify vulnerable customers and apply appropriate vulnerability process.
• Complete case records and call notes after every interaction.
• Meet daily and monthly contact and quality targets.

Skills

Negotiation & objection handling

Empathetic communication

Teamwork & clear communication

Experience in consumer debtCollections

Job description

Milton Keynes - Hybrid (3-4 days per week in the office)

Salary to £35K DOE + excellent benefits

We are delighted to offer an exciting opportunity to join a small team within a dynamic, innovative, and fast-growing established fintech lender. You will support customers in arrears by managing inbound and outbound contact across phone, email, SMS, and WhatsApp. The role focuses on understanding customer circumstances, agreeing sustainable repayment solutions, identifying vulnerable customers, resolving issues, and maintaining accurate records while meeting quality and performance targets

You will be required to be in the office in Milton Keynes up to 4 days each week.

Duties of the Collections Consultant will include:

• Handling inbound and outbound calls across phone, email, SMS, and WhatsApp within SLA.
• Contacting customers in arrears to discuss their situation and agree sustainable repayment arrangements.
• Setting up and maintaining repayment plans, direct debits, and forbearance arrangements accurately.
• Processing IVA and DMP notifications.
• Identifying vulnerable customers and applying the appropriate vulnerability process.
• Completing all case records and call notes accurately after every interaction.
• Meeting daily and monthly contact and quality targets.

The successful candidate will possess:

• Experience in a consumer debt collections team.
• Familiarity with IVA and DMP processes and the account actions they require.
• Good negotiation/objection handling skills and an empathetic nature.
• Skills to work within a team and a strong, clear communication style.

In return, you will be working in a progressive and dynamic environment and rewarded with a fantastic benefits package including a matched contribution pension, medical cover and funds towards gym membership.