Impactful Collections & Recoveries Specialist

Aimee Willow Connex Ltd; Thorntonhall; On-site; GBP 23,000 - 28,000; Full time

Job summary

Aimee Willow Connex Ltd is seeking a Customer Support & Collections Associate to help mitigate losses, advise customers on repayment options and coordinate support for those in difficulty. The role emphasizes empathy, analytical assessment, and regulatory awareness.

You will work with customers across channels to understand circumstances, provide clear options, and log any dissatisfaction while maintaining governance standards.

Qualifications

• Experience in collections/recoveries, preferably with lending products.
• Experience with vulnerable customers.
• Excellent communication and interpersonal skills.
• Strong analytical abilities to assess circumstances and apply appropriate strategies.
• Emotional intelligence, resilience and empathy.
• Strong teamwork in fast-paced environments.

Responsibilities

• Mitigate losses to the bank through early engagement with customers in financial difficulty and recoveries strategies.
• Communicate confidentially and empathetically with customers via telephone, post and email.
• Understand customer circumstances through structured questioning and income/expenditure analysis.
• Explain repayment options and point to independent debt advice for informed decisions.
• Identify and respond to customer vulnerability and coordinate additional support where needed.

Skills

Interpersonal skills

Collections experience

Vulnerable customers

Analytical skills

Emotional intelligence

Teamwork

Communication skills

Tools

Alfa Financial Software

Job description

Aimee Willow Connex Ltd is seeking a Customer Support & Collections Associate to help mitigate losses, advise customers on repayment options and coordinate support for those in difficulty. The role emphasizes empathy, analytical assessment, and regulatory awareness.

You will work with customers across channels to understand circumstances, provide clear options, and log any dissatisfaction while maintaining governance standards.