Collections Specialist - FinTech Retail Finance

Castle Trust Bank; Basingstoke; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus

Pension

Life assurance

25 days holiday

Volunteer day

Private healthcare

EAP

Gym discounts

Season ticket loans

Job summary

Castle Trust Bank is recruiting a Collections Agent for Omni Capital Retail Finance in Basingstoke. You will support customers in financial difficulty, provide empathetic forbearance solutions and manage end-to-end journey to ensure fair, compliant outcomes.

You will handle telephony queues, outbound calls, emails, live chat, and apply forbearance options, escalating when needed. The role is based in our Basingstoke office, 5 days a week, with a competitive salary and benefits.

Qualifications

• Experience in a customer service environment
• Excellent telephone manner and communication skills
• Demonstrated ability to negotiate for fair outcomes
• Comfortable using multiple computer systems to resolve enquiries

Responsibilities

• Manage telephony queues and handle inbound/outbound calls
• Apply forbearance options to support vulnerable customers
• Respond to customer emails and live chat inquiries
• Escalate complex collections queries
• Support collections strategies across letters, SMS, email and calls

Skills

Customer service

Telephone manners

Written and verbal comms

Negotiation

Multi-system use

Tools

CRM systems

Email/Chat tools

Job description

Castle Trust Bank is recruiting a Collections Agent for Omni Capital Retail Finance in Basingstoke. You will support customers in financial difficulty, provide empathetic forbearance solutions and manage end-to-end journey to ensure fair, compliant outcomes.

You will handle telephony queues, outbound calls, emails, live chat, and apply forbearance options, escalating when needed. The role is based in our Basingstoke office, 5 days a week, with a competitive salary and benefits.