Empathetic Collections Specialist - Fintech

LGBT Great Careers; Basingstoke; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Performance bonus

Pension

Life Assurance

25 days holiday

Volunteer day

Private healthcare

EAP

Gym discounts

Season ticket loan

Inclusive culture

Job summary

Castle Trust Bank’s Omni Capital Retail Finance team is seeking a Collections Agent to support customers in financial difficulty, provide empathetic forbearance solutions, and guide the end-to-end journey toward fair outcomes. The role is based in the Basingstoke office, five days a week, with responsibilities across calls, letters, emails, and live chat.

You will manage call queues, negotiate with customers, and apply forbearance options while ensuring regulatory compliance and a customer-first

Qualifications

• Experience in a customer service environment delivering professional outcomes.
• Willingness to work on the phone with an excellent telephone manner.
• Strong written and verbal communication skills.
• Proven ability to negotiate to achieve fair outcomes.
• Comfortable using multiple computer systems to resolve enquiries.
• Flexible with changing priorities.
• Experience with defined processes and procedures.

Responsibilities

• Manage telephony queues and handle inbound calls; make outbound calls via automated dialer.
• Use effective questioning to understand customer circumstances and work towards debt resolution in line with regulatory requirements.
• Act as first point of escalation for collections queries.
• Support collections strategies across letters, SMS, email and phone, always putting the customer first.
• Respond to customer emails across multiple inboxes.
• Communicate with customers via live chat to resolve enquiries efficiently.
• Identify tailored solutions to meet customers’ needs and apply forbearance where appropriate.
• Follow established processes to ensure consistency and high standards.
• Identify potential complaints and escalate when necessary.
• Support Customer Service lines during peak periods.

Skills

Customer service

Telephone etiquette

Negotiation

Communication skills

Problem solving

Empathy

Tools

CRM systems

Dialer systems

Multichannel communication

Job description

Castle Trust Bank’s Omni Capital Retail Finance team is seeking a Collections Agent to support customers in financial difficulty, provide empathetic forbearance solutions, and guide the end-to-end journey toward fair outcomes. The role is based in the Basingstoke office, five days a week, with responsibilities across calls, letters, emails, and live chat.

You will manage call queues, negotiate with customers, and apply forbearance options while ensuring regulatory compliance and a customer-first