Empathetic Collections Specialist – Secured Lending

Stellar Select; Catcliffe; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Great culture

Scottish Widows Pension Scheme

Westfield Health Cover - optional

PAM assist - Occupational Health and E

22 days holiday plus bank holidays

Attendance Bonus

Monthly incentive scheme along with,},

regular outings, breakfasts and lunche

Job summary

Stellar Select is seeking an experienced Collections Specialist in the United Kingdom to support customers in arrears and manage secured lending portfolios. You will contact customers, assess affordability, and negotiate repayment plans within a small, collaborative team.

The role requires empathy and strong communication, with a focus on mitigating arrears while following FCA guidelines. Excellent team players with solid MS Word/Excel skills will fit well in our culture.

Qualifications

• Excellent customer service skills.
• Empathise with customers whilst maintaining a professional approach.
• Ability to work and meet expectations, working towards individual and team targets.
• Excellent team player with strong organisation and processing skills.
• Experience in a dedicated Collections role within the secured lending sector.

Responsibilities

• Contact customers who have missed repayments by phone, email or letter to discuss and negotiate a repayment plan.
• Discuss income and expenditure with customers as part of an ongoing payment plan.
• Monitor existing arrangements to ensure agreements are maintained and reviewed.
• Build strong relationships with customers, identify vulnerability and understand circumstances.
• Provide management with updated reports on cases and information.
• Adhere to FCA guidelines on treating customers fairly in arrears.
• Liaise with external agencies to obtain the best outcome for the customer.
• Negotiate with customers to reschedule borrowing and handle processing and documentation.
• Cover for colleagues when absent through holidays or sickness.

Skills

Customer service

Empathy

Targets

Team player

Collections experience

Tools

Microsoft Word/Excel

Job description

Stellar Select is seeking an experienced Collections Specialist in the United Kingdom to support customers in arrears and manage secured lending portfolios. You will contact customers, assess affordability, and negotiate repayment plans within a small, collaborative team.

The role requires empathy and strong communication, with a focus on mitigating arrears while following FCA guidelines. Excellent team players with solid MS Word/Excel skills will fit well in our culture.