Customer Support and Collections Specialist – Financial Services

CBC Recruitment Solutions; Greater Manchester; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

CBC Recruitment Solutions is seeking a customer collections associate for our client in the asset finance market in Greater Manchester. The role is based from their South Manchester office and will be hybrid after a probation period.

You will support SME customers in financial difficulty, deploying tailored collection strategies while ensuring compliance with internal and external regulatory expectations. The successful candidate will be a strong team player with excellent communication skills,

Qualifications

• Experience in customer collections within asset finance, motor finance, mortgages, or credit cards.
• Strong communication skills and empathy in difficult conversations.
• Ability to understand customer circumstances using questioning and income/expenditure analysis.

Responsibilities

• Mitigate losses by early engagement with customers and applying appropriate collection strategies.
• Communicate confidentially and empathetically with customers by phone, post, and email.
• Assess customer circumstances using structured questioning and income/expenditure analysis.
• Explain repayment options and point to independent debt advice to aid decisions.
• Identify vulnerability and escalate support as needed.

Skills

Customer collections

Financial difficulty support

Communication

Regulatory compliance

Job description

Our client is a well respected name in the asset finance market, supporting SME customers across the UK.

They are currently looking for a customer collections associate to join their team – the role is based from their office in South Manchester, and will be hybrid after a period of training/probation.

The role is responsible for assisting customers in financial difficulty, providing appropriate support and operating within your designated authority. This includes identifying tailored and effective collections and recovery strategies for our customers, whilst maintaining compliance with relevant internal and external regulatory expectations.

Key responsibilities

• Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of appropriate collections and recoveries strategies
• Confidentially and empathetically communicate with customers through channels including telephone, post and email
• Understand customer circumstances through appropriate techniques, including structured questioning and use of income and expenditure analysis
• Provide clear explanations of repayment options and independent sources of debt advice to empower customers to make informed decisions
• Identify and respond to customer vulnerability ensuring an appropriate level of care, seeking additional support where needed.

We are keen to speak to candidates who have a proven background in customer collections – this can be from asset finance, motor finance, mortgages, credit cards etc. You will also be a strong team player, eager to learn, able to handle difficult conversations and situations, with a strong attention to detail.