Collections Specialist

Stellar Select; Rotherham; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Great culture

Pension scheme

Health cover - optional

PAM assist

22 days holiday

Attendance bonus

Monthly incentive

Job summary

Stellar Select in the United Kingdom is seeking a Collections Specialist to support vulnerable customers and manage arrears for secured lending. You will contact customers to negotiate repayment plans, assess affordability, and monitor ongoing arrangements within a small, supportive team.

The role emphasizes empathy, professional communication, and adherence to FCA guidelines, with a focus on accurate reporting and collaboration with external agencies. A positive, hands-on contributor is valued.

Qualifications

• Excellent customer service skills.
• Ability to empathise with customers while maintaining a professional approach.
• Ability to meet expectations and work towards individual and team targets.
• Excellent team player with strong organisation and processing skills.
• Knowledge of Microsoft Word and Excel with ability to develop skills in this area.
• Experience in working in a dedicated collections role within secured lending.

Responsibilities

• Contact customers who have missed repayments by telephone, email or letter; identify reasons and discuss a repayment plan.
• Discuss income and expenditure with customers as part of an ongoing payment plan.
• Monitor existing arrangements to ensure agreements are kept and reviewed regularly.
• Build strong relationships with customers; identify vulnerability and understand their circumstances.
• Provide management with updated reports on cases and other information.
• Adhere to FCA guidelines on treating customers fairly when in arrears.
• Liaise with outside agencies to obtain the best outcome for the customer.
• Negotiate with customers for re-scheduling of existing borrowing and handle processing and documentation.
• Cover for colleagues when absent due to holidays or sickness.

Skills

Customer service

Empathy

Target-driven

Team player

Organization skills

Tools

Microsoft Word

Microsoft Excel

Job description

Job Title: Collections Specialist

Location: Rotherham

Salary: 26,000 to 32,000 depending on experience

Hours: Monday to Friday 9 am to 5.30 pm (one day a week, working 9.3am to 6 pm, arranged on a rota basis within the team)

Benefits:

• Great culture
• Scottish Widows Pension Scheme
• Westfield Health Cover - optional contribution
• PAM assist - Occupational Health and Employee Assistance programme
• 22 days holiday plus bank holidays
• Attendance Bonus
• Monthly incentive scheme along with regular outings, breakfasts and lunches

About the position of Collections Specialist:

We have a great opportunity for an experienced Collector with an established lender. The position requires experience in assisting vulnerable customers with empathy, getting to the root of the arrears and assessing the best solution to manage the arrears. Working in a small and friendly team, the ideal candidate will experienced in secured lending collections/arrears.

Responsibilities for the role of Collections Specialist:

• To contact customers who have missed repayments either by telephone, e-mail or letter, identify reasons why payments have been missed and discuss and negotiate a repayment plan.
• Discuss income and expenditure with customers as part of an ongoing payment plan.
• Monitor existing arrangements with customers to ensure agreements are being maintained and reviewed regularly.
• Build strong relationships with customers, be able to identify and deal with vulnerability and gain an understanding of their current circumstances.
• Provide management with updated reports on cases and any other information.
• To adhere to set guidelines from the FCA regarding treating customers fairly when in arrears.
• To liaise with various outside agencies to obtain the best outcome for the customer.
• Negotiate with customers for re-scheduling of their existing borrowing dealing with all processing and documentation.
• To be prepared to cover for colleagues when absent through holidays or sickness.

Experience and skills required for the role of Collections Specialist:

• Excellent customer service skills.
• The ability to empathise with customers whilst maintaining a professional approach to customers and their circumstances.
• Ability to work and meet expectations, working in conjunction with individual and team targets.
• Excellent team player, incorporating organisation and processing skills.
• Knowledge of Microsoft Word/Excel packages with the ability to develop skills in this area.
• Experience in working within a dedicated Collections role within the secured lending sector