Complex Arrears Executive

📈Check out the development opportunities in the Collections team.

📍 Cardiff | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months) 

⏰ Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm.

What you’ll be doing 💼

As a Complex Arrears Executive, you'll work closely with our most complex cases, supporting customers to manage financial arrears with care and understanding. You'll draw on your judgement and experience to agree fair, appropriate repayment plans, while ensuring compliance with relevant regulation and guidance. As part of the role, you will:

• Look after a portfolio of complex arrears cases across both UK and US markets, building trusted relationships with the customers you support.
• Work collaboratively with colleagues across insolvency, legal, and vulnerable customer escalation teams to reach the best outcome for each case.
• Connect with customers through both outbound and inbound communication, listening carefully to understand their circumstances.
• Stay flexible and responsive as business and customer needs change.
• Support the team by sharing best practice and helping colleagues develop.

We’re looking for 🔎 

• Significant collections experience within Financial Services, with a good understanding of FCA and industry best practice standards.
• Experience supporting customers through complex arrears, insolvency, legal, and senior escalations (business or consumer).
• A genuine passion for helping people, comfortable speaking with customers by phone to find fair, caring outcomes, with strong awareness of risk and the patience to navigate difficult conversations.
• Comfortable working across multiple communication channels, with the ability to gather and understand affordability information.
• A supportive, dependable team player with warm communication skills and a willingness to help with wider projects.

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We believe in balancing hard work with a bit of fun, so our office is designed for both productivity and play. From a pool table and PlayStation to a few office dogs roaming around, we’ve created a space where you can relax and recharge. Check out the perks we offer:

💷 Salary range £37,000 - £40,000 depending on experience
🏥 Private Healthcare including dental and optician services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process:
🤝First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝Final stage: 60 minute interview with Team Leaders (Virtual)

Excited to work here? Apply!
If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)