Senior Arrears Support Specialist & Coach

Capital on Tap; Manchester; Hybrid; GBP 33,000 - 38,000; Full time

Benefits offered by this job

Private Healthcare

World travel insurance

Pension

Sabbatical

Job summary

Capital on Tap in Manchester is seeking an experienced specialist to manage arrears cases and support agents. You’ll handle vulnerable, high‑risk, and complex accounts, reviewing documents to agree fair outcomes and ensuring timely resolutions.

You’ll act as escalation point, monitor performance, coach staff, and help drive process improvements and AI‑driven tools while maintaining strong customer care.

Qualifications

• Experience handling arrears cases in financial services.
• Ability to coach agents and monitor performance.
• Strong understanding of customer-centric debt resolution.

Responsibilities

• Manage a caseload of vulnerable, high‑risk, deceased, and legal customer accounts, reviewing financial documents to agree fair outcomes on time.
• Act as escalation point for agents on live calls to resolve complex queries and reduce complaints.
• Monitor agent performance, coach for root-cause analysis, and ensure compliance.
• Identify process efficiencies and support AI-first tool adoption.

Job description

Capital on Tap in Manchester is seeking an experienced specialist to manage arrears cases and support agents. You’ll handle vulnerable, high‑risk, and complex accounts, reviewing documents to agree fair outcomes and ensuring timely resolutions.

You’ll act as escalation point, monitor performance, coach staff, and help drive process improvements and AI‑driven tools while maintaining strong customer care.