Complex Arrears Executive

Capital on Tap; Manchester; Hybrid; GBP 37,000 - 40,000; Full time

Job summary

A growing fintech company in Manchester seeks a Collections Specialist to support customers facing financial difficulties. You will engage with customers through various channels to address their arrears. The ideal candidate has over 5 years of collections experience in the Financial Services sector and is adept at managing complex cases. This hybrid role offers a salary range of £37,000 to £40,000 plus benefits such as health insurance, generous leave, and a supportive work environment.

Benefits

Private Healthcare

Anniversary Rewards

Salary Sacrifice Pension Scheme

28 days holiday

Annual Learning Budget

Cycle to Work Scheme

Qualifications

• 5+ years of consecutive collections experience within Financial Services.
• Practical knowledge of FCA standards and industry best practices.
• Experience managing complex arrears and customer escalations.

Responsibilities

• Conduct in-depth case reviews and management.
• Engage with customers to resolve arrears via phone and digital channels.
• Manage a portfolio of complex arrears cases.

Skills

Collections experience

Customer engagement

Risk awareness

Handling complex conversations

Multi-channel communication

Self-motivated

Job description

We’re Capital on Tap 👋 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

🏡🏢This is a Hybrid role, the Collections team work from our Manchester Offices 3 days per week. You'll work 37.5hrs a week, 9am-5:30pm Monday to Friday.

Collections at Capital on Tap Collections support customers in financial difficulty and those who are vulnerable. We are a multi-channel team working in partnership with customers to find a fair outcome.

What You’ll Be Doing

This is a brand new role for us; you will act as a complex case team member supporting both Collections and our Specialist Support Team (Vulnerable Customers). You will be engaging with customers and third parties over the phone and via digital channels to find a solution to their arrears. Your role will consist of:

• In-depth case reviews and actions drawing upon your experience
• Outbound and inbound customer engagement
• Complex cases requiring in-depth management or decision-making
• Flexible resource to support changing business and customer needs
• Acting as a role model for the wider team, showcasing high-performance standards
• Managing a portfolio of complex arrears cases
• Case ownership with autonomy
• Working on both UK and US cases
• Drawing on experience with insolvency, legal, and senior Vulnerable Customer escalations

Required Skills

• 5+ years of consecutive collections experience within the Financial Services Sector
• Practical knowledge of FCA and industry best practice standards
• Experience with complex arrears, insolvency, legal and senior customer escalations (business or consumer)
• Loves collections, being on the phones talking with customers to find a fair outcome
• High level of risk awareness
• Skilled at handling challenging and complex conversations
• Comfortable in a multi channel communication environment
• Results driven, able to self-motivate and deliver
• Able to communicate to a diverse range of stakeholders
• Able to support projects as needed (user acceptance testing, representing Collections etc.)
• Able to gather and assess affordability information

Nice to Have Skills

• Industry qualifications such as CertBB, CeMAP, CICM etc.
• Experience with vulnerable customer support-familiarity with signposting options
• Worked with international customers (we service the UK and US)

Diversity & Inclusion

🌈 We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

💷 Salary £37,000 - £40,000PA DOE
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Interview Process

🤝 First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝 Final stage: 1 hour final interview – face to face assess experience

Apply

If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)