This is a remote position. Collections Handler At Deloitte, we’re looking for Collections Handlers operating within a high-volume inbound call centre environment. Full Remote, after 1 week training period Traditional Day Rate Equivalent: £190 Per Day (Inside IR35) Shift Patterns: Monday-Friday 9AM-5PM We're looking for exceptional people to join our growing Collections team at a fast paced and rapidly growing company, working in a high-volume inbound call centre. You must have previous Collections experience, speaking with customers who are facing financial difficulty, completing income and expenditure forms and creating appropriate arrears solutions. There is a key focus on vulnerable customers, using the TEXAS framework or equivalent. Key Responsibilities · Act as first point of contact for customers in arrears, delivering empathetic, solutions-driven support in line with FCA and Consumer Duty regulations. · Identifying and supporting vulnerable customers by applying appropriate forbearance strategies and escalation where required. · Offering specialised support for vulnerable customers and signposting. · Completing income and expenditure forms. · Negotiating sustainable repayment plans tailored to individual customer needs, balancing business objectives with fair outcomes. · Handling agreements with tailored plans like forbearance measures, breathing spaces, voluntary terminations/surrender and offset and payment plans. · Maintaining accurate records on CRM systems, ensuring compliance with regulatory and internal policy standards. · Collaborating across departments to ensure seamless case handovers and excellent customer experience. · Proactively escalating complex cases with clear recommendations to senior managers. Requirements · Previous collections experience · Knowledge of the TEXAS or other vulnerability models is desired. · Experience of speaking with vulnerable customers and signposting. · Experience offering specialised support for vulnerable customers · Experience completing income and expenditure forms. Skills Empathy: Understanding and empathizing financial difficulties of customers. Trustworthiness: Ability to build relationships with customers and demonstrating confidentiality. Solutions Driven: Ability to identify and source solutions that are best for both the organisation and the customer. Computer literate. Benefits LI-REMOTE