Collections Officer

Capital on Tap
£30,000 - £39,999
11 May 2019
27 May 2019
Contract Type
Full Time
Role Description
We're looking for a Collections Officer, who wants to develop their experience within the financial services and be on the cutting edge of collections strategies technologies. You will report to our Client Relationship Manager and work directly with customers as well as external parties to help Capital on Tap maximize our recovery strategy.

Day to Day Responsibilities
  • Manage outbound/inbound calls and emails, responding to a wide variety of customer's arrears concerns quickly and professionally
  • Conduct proactive customer contact to minimise potential financial distress of customers
  • Execute on new collections contact strategies and pilots to support business arrears targets
  • Negotiate positive outcomes for customers while gaining a good understanding of their financial position and ability to repay
  • Act as an escalation contact for the outsourced collections teams to support customers in arrears
  • Prepare responsible settlements and arrangements with customers on a regular basis
  • Resolve disputes or complaints, ensuring that caller concerns are actioned correctly, and all parties are notified promptly
  • Ensure a high level of customer service, offering them all relevant information to allow them to understand any options available to them
  • Undertake all collections activities in accordance with the required regulations; ensure treating Customers fairly, Companies Policies and Guidelines laid down including accurate customer records and documentation
  • Assisting with all strategic developments and innovations in the team

  • 2+ years' experience in a collections-phone based role in a regulated firm, ideally in financial services
  • Confident in making decisions; takes ownership of individual arrears cases where required
  • Strong telephone presence and negotiation skills
  • Able to work under pressure to demanding targets and deadlines with knowledge of the FCA and UK consumer regulations
  • Experience and knowledge of MS Office (Mainly Excel, Word and Outlook)
  • Diligence, punctuality and a general sense of responsibility
  • Interest on continuous learning and development
  • Attention to detail
  • Flexibility and adaptability to juggle a range of different tasks

Company Perks
  • Competitive salary
  • Excellent progression and opportunity to grow and develop - we give every employee £1,000 a year to grow their skills outside the company
  • Private healthcare
  • Great working environment - our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs!
  • 28 days paid holiday
  • Travelcard loan and/or cycle to work scheme

Company Description
Capital on Tap believe that the future is all about the impact that small businesses can have in the world. As such we are on a mission to help them thrive - cash flow shouldn't be a barrier to success.

Founded in 2012, through our platform we have provided more than £500 million to over 40,000 small businesses across the UK and we are looking to expand this success globally. Our phenomenal success in the past 6 years has led to us being named as one of the fastest growing companies in the UK - Number 44 on the Sunday Times TechTrack 100.

What makes us different? We view ourselves as a technology company first, we just happen to be in finance as this is the best way we can help businesses achieve their dreams. We have built a dynamic and vibrant culture where our employee's opportunities for growth are as big as their ambitions. As a member of our tight-knit Operations Team, you will use your thorough knowledge of our business and its products to provide the best customer experience possible.

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