Location: Cardiff (Hybrid - 2 days per week on-site)
Salary: £25,000 - £32,000 (Depending on Experience)
Contract Type: Full-Time, Permanent (35 hours per week)
Working Hours: Monday - Friday, 8am - 7pm
Saturday Working: 1 in 3 Saturdays, 8am - 12pm
Annual Leave: 30 days + Bank Holidays
Start Date: 7th July
Training: 3 weeks on-site (9am - 5pm) before transitioning to hybrid working
About The Role
We are seeking a proactive and compassionate Collections Advisor to join our motor finance collections team. Your mission is to minimise company losses by managing customer arrears while maintaining strong, respectful customer relationships.
This is a great opportunity for someone who is passionate about financial care, customer service, and who thrives in a solution-oriented, team-based environment.
Key Responsibilities
* Customer Engagement & Negotiation Communicate with customers in arrears to understand their financial situations and agree on realistic and sustainable payment plans.
* Financial Assessments Conduct detailed Income & Expenditure assessments to ensure repayment solutions are tailored to each customer's affordability.
* Compliance & Regulatory Standards Maintain up-to-date knowledge and application of FCA regulations, treating customers fairly, and internal policies to ensure consistent and compliant customer outcomes.
* Support for Vulnerable Customers Identify signs of vulnerability and apply appropriate forbearance and support measures in line with company policy.
* Continuous Improvement Contribute to process improvement initiatives and provide feedback to enhance team efficiency and customer experience.
What We're Looking For
* Strong communication and negotiation skills
* Experience in arrears management or financial services
* Ability to support vulnerable customers with empathy and professionalism
* High level of attention to detail and accurate record keeping
* A collaborative team player who thrives in a hybrid work environment
* Knowledge of industry regulations (FCA, CONC, TCF) and best practices in collections
If you're a confident communicator with a passion for helping customers through financial difficulties, and you're looking to develop your career in a dynamic, supportive, and regulated environment - we'd love to hear from you!
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
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