Collections Executive

Collections Executive Central London (Hybrid) | Up to £35,000 benefits | Full Time – Mon–Fri, alt Saturdays Are you a customer-focused professional with a background in collections and arrears management? Do you thrive in a fast-paced, regulated environment where empathy and clear communication matter? If so, this could be the perfect opportunity for you. We’re working with a dynamic and growing UK retail bank with deep community roots and an exciting transformation journey underway. The organisation is committed to providing accessible, responsible finance and meaningful customer support – especially when it matters most. Now, they’re looking for a Collections Executive to play a vital role in managing customer relationships, particularly for those facing financial difficulty. Why You’ll Love This Role Join a forward-thinking, digitally enabled bank that’s making a real impact in underserved communities Be part of a supportive team that genuinely cares about customers and operates with warmth and integrity Enjoy a flexible hybrid model (2–3 days in a modern Central London office) What You’ll Be Doing Act as the first point of contact for customers in arrears, delivering clear, empathetic, and solutions-driven support Agree affordable and sustainable repayment plans tailored to individual customer needs Identify and support vulnerable customers, applying appropriate forbearance strategies Handle inbound/outbound calls, emails, and SMS communications related to loans and savings products Maintain accurate customer records and ensure full compliance with internal policies and regulatory requirements Liaise with internal departments to ensure seamless case handovers and customer experience Spot and escalate complex cases, recommending next steps to senior managers Support general customer service when needed – we’re a small, collaborative team What We’re Looking For Proven experience in collections, arrears, or recoveries within a financial services setting Strong communication skills with the ability to de-escalate situations and build trust Solid understanding of UK financial regulations , especially around customer vulnerability and fair treatment Excellent attention to detail and ability to work independently in a hybrid setting Comfortable using Excel and managing administrative tasks with accuracy A proactive team player with a problem-solving mindset Bonus if you have: Experience working with UK savings products Familiarity with systems like Phoenix or UK payment schemes Interested? Apply now or get in touch if you have questions about the role, working arrangements, or application process. We’d love to hear from you!

Location: City of London, London, GB

Posted Date: 8/2/2025