Collections Specialist: Forbearance & FCA‑Aware Recovery

BMW Group; Farnborough; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

BMW Group Financial Services UK is seeking a Collections Advisor to optimise customer contact and recover arrears while balancing customer outcomes and brand values. The role is based at the Summit One Campus in Farnborough and includes contributing to regulatory compliance.

Key duties include early identification of vulnerability, ongoing monitoring, logging and resolving FCA-related complaints, and agreeing sustainable repayment plans in line with FCA guidelines.

Qualifications

• Experience in a Collections related environment, or working within Customer Services industry, preferable in financial services (desirable).
• Knowledge of motor finance industry regulations such as Consumer Duty and FCA conducts rules (preferred).
• Strong administration, active listening & communication skills.
• The ability to be organised working within timescales and attention to detail is key.

Responsibilities

• Early identification of cases of vulnerability or financial difficulties
• Ongoing monitoring of vulnerability cases to support customer and minimise negative customer impact and business losses
• Identifying, logging and resolving of customer complaints in line with FCA timescales
• Demonstrating forbearance in line with FCA guidelines by agreeing realistic and sustainable repayment plans, balancing customer needs with business requirements
• Qualification to potential contract breaches
• Using business and product knowledge to guide customers to the best possible outcome for their situation

Skills

Collections experience

Customer service

Regulatory understanding

Attention to detail

Job description

BMW Group Financial Services UK is seeking a Collections Advisor to optimise customer contact and recover arrears while balancing customer outcomes and brand values. The role is based at the Summit One Campus in Farnborough and includes contributing to regulatory compliance.

Key duties include early identification of vulnerability, ongoing monitoring, logging and resolving FCA-related complaints, and agreeing sustainable repayment plans in line with FCA guidelines.