Empathetic Collections & Customer Care Specialist

Aimee Willow Connex Limited; Manchester; On-site; GBP 26,000 - 38,000; Full time

Job summary

Aimee Willow Connex Limited is seeking a customer-focused Collections Officer in Manchester to safeguard bank outcomes and support distressed borrowers. You will engage early, apply recoveries standards and communicate via phone, post and email with empathy and problem-solving focus.

Responsibilities include mitigating losses, assessing borrower circumstances, explaining repayment options and escalating complex cases as needed to ensure compliance and high-quality customer outcomes.

Qualifications

• Prior experience in collections/recoveries, ideally for lending products.
• Experience with vulnerable customers.
• Excellent communication and interpersonal skills.
• Strong analytical ability to assess circumstances and choose strategies.
• Ability to demonstrate emotional intelligence, resilience and empathy.
• Strong teamwork while managing workload in a fast-paced environment.

Responsibilities

• Mitigate losses to the bank through early engagement with customers in financial difficulty and deployment of collections 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.
• Apply the Collections and Recoveries Standards, and associated procedures, to all customer dealings
• Identify and log customer dissatisfaction in an appropriate and professional manner whilst adhering to complaints/escalation process
• Escalate complex queries or situations that cannot be resolved at first instance
• Identify improvements to enhance customer and/or Bank outcomes
• Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required

Skills

Excellent communication

Analytical skills

Emotional intelligence

Vulnerability handling

Teamwork

Problem solving

Tools

Alfa Financial Software

Job description

Aimee Willow Connex Limited is seeking a customer-focused Collections Officer in Manchester to safeguard bank outcomes and support distressed borrowers. You will engage early, apply recoveries standards and communicate via phone, post and email with empathy and problem-solving focus.

Responsibilities include mitigating losses, assessing borrower circumstances, explaining repayment options and escalating complex cases as needed to ensure compliance and high-quality customer outcomes.