Collections Specialist

Ultimate Banking; Milton Keynes; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Matched pension

Medical cover

Gym membership

Job summary

Ultimate Banking in Milton Keynes is seeking a Collections Consultant to support customers in arrears by managing multi-channel contact and arranging sustainable repayment plans.

You will work in a small, dynamic fintech team, in-office up to 4 days per week, and be rewarded with a strong benefits package including pension, medical cover and gym membership funds.

Qualifications

• Experience in a consumer debt collections team.
• Familiarity with IVA and DMP processes and the actions they require.
• Good negotiation and objection handling skills with an empathetic nature.

Responsibilities

• Handle inbound and outbound calls, emails, SMS and WhatsApp within SLA.
• Discuss arrears situations and agree sustainable repayment arrangements.
• Set up and maintain repayment plans, direct debits and forbearance arrangements.
• Process IVA and DMP notifications in a timely manner.
• Identify vulnerable customers and apply the appropriate vulnerability process.
• Complete case records and call notes after every interaction.
• Meet daily and monthly contact and quality targets.

Skills

Debt collections

IVA & DMP familiarity

Negotiation & empathy

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.