Senior Arrears & Escalations Specialist

Whereby; Manchester; Hybrid; GBP 33,000 - 38,000; Full time

Benefits offered by this job

Private Healthcare

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension

28 days holiday

Annual Learning and Wellbeing Budget

Parental Leave

Cycle to Work

Season Ticket Loan

Therapy sessions

Dog Friendly Offices

Free drinks and snacks

Job summary

Capital on Tap in Manchester is seeking an experienced Specialist Support professional to handle arrears cases. You will manage a caseload of vulnerable, high‑risk, deceased and legal accounts, assess affordability from documents such as bank statements, and agree fair outcomes on time.

You’ll act as the escalation point for agents on live calls, coach colleagues in root-cause analysis and performance, and help drive process improvements and AI‑first tools while balancing 60% direct customer

Qualifications

• Experience in collections or arrears within financial services.
• Ability to escalate complex issues and coach agents.
• High emotional intelligence to support customers in difficult circumstances.
• Ability to interpret financial data and assess affordability.
• Interest in process improvement and AI-first tools.

Responsibilities

• Manage a caseload of vulnerable arrears accounts and agree fair outcomes on time.
• Act as escalation point for live calls to resolve complex queries.
• Coach agents, monitor performance and ensure compliance.
• Identify process improvements and support AI-first initiatives.
• Provide flexible coverage balancing direct support with operational leadership.

Skills

Arrears handling

Escalation management

Emotional intelligence

Financial data interpretation

Process improvement

Job description

Capital on Tap in Manchester is seeking an experienced Specialist Support professional to handle arrears cases. You will manage a caseload of vulnerable, high‑risk, deceased and legal accounts, assess affordability from documents such as bank statements, and agree fair outcomes on time.

You’ll act as the escalation point for agents on live calls, coach colleagues in root-cause analysis and performance, and help drive process improvements and AI‑first tools while balancing 60% direct customer