Job Title: Collections Executive
Location: Rotherham and Surrounding Areas
Salary: £27,500 (rising to £29,000 post-probation)
Probation: 6 months
Employment Type: Full-time, Permanent
About the Role
We are seeking a proactive and empathetic Collections Officer to join our clients dynamic home loans servicing team. In this vital role, you will support customers facing financial challenges by delivering effective solutions and helping them navigate their options with care, precision, and regulatory awareness.
You will be responsible for implementing and maintaining a robust collections strategy while ensuring customer outcomes are fair, balanced, and in line with current regulations. This is a fantastic opportunity for someone with experience in collections or financial customer service who is ready to make a real difference.
What is expected of the Collections Executive?
* Implement and maintain collections strategy to ensure consistent, compliant, and customer-centric outcomes.
* Assess customer financial situations individually and empathetically, identifying tailored short-, medium-, or long-term solutions to support financial stability.
* Conduct income & expenditure assessments and monitor ongoing repayment arrangements, ensuring all agreements are upheld and reviewed in line with policy and mandate levels.
* Manage cases independently, identifying vulnerability, building rapport with customers, and working collaboratively toward resolution.
* Produce clear and timely reports for management, tracking case progression, issues, and resolution trends.
* Collaborate with external agencies and internal stakeholders to ensure the best outcome for the customer and the business.
* Identify contract variation opportunities and escalate cases appropriately for re-scheduling.
* Uphold FCA Consumer Duty standards by maintaining ethical practices, transparency, and fairness in all customer interactions.
* Provide peer support and cover for colleagues as needed during periods of absence or high volume.
What we look for in a Collections Executive?
Essential Requirements
* Excellent customer service and communication skills within a financial services sector
* Strong attention to detail and ability to manage sensitive conversations with empathy and professionalism
* Comfortable working in a fast-paced, regulated environment
* Confident decision-maker with sound judgment and accountabilityDesirable
* Prior experience in collections or arrears management
* Exposure to regulated customer contact and familiarity with FCA guidelines
* Experience handling vulnerable customers and complex financial cases
Why Apply?
* Career Progression: Clear pathways for development and promotion.
* Impactful Work: Directly support customers through challenging times with meaningful outcomes.
* Supportive Culture: Join a collaborative team environment with strong values and a people-first approach.
* Training & Development: Robust induction and ongoing training to support your success.
* Salary: £27,500 (rising to £29,000 post-probation)