We are an award‑winning UK bank and a Platinum Investor in People employer focused on growth. The Collections Associate role is part of the Paragon SME Lending Recoveries team and is ideal for an experienced collections professional looking to develop in a friendly, inclusive environment.
Role Overview
The primary responsibility is the effective and timely collection of SME Lending arrears, maintaining a proactive recoveries strategy in line with company policies and FCA principles of Treating Customers Fairly.
Key Duties
* Take responsibility for early arrears cases in line with Paragon SME Lending Recoveries policy.
* Manage a portfolio of customers in arrears, contacting them in a timely manner to gather information, confirm and obtain commitment to clear arrears.
* Make telephone contact within agreed timescales and gather a comprehensive understanding of each customer’s situation.
* Operate within the company’s Vulnerable Customer policy, ensuring all vulnerable customers are recorded appropriately.
* Assess each arrears case, recommend the most appropriate action and protect Paragon’s interests while ensuring fair treatment.
* Apply SME Lending’s Forbearance Policy and FCA principles of Treating Customer Fairly.
* Use early warning indicators such as Watchlist and Experian Alerts to inform decisions on early arrears cases and refer concerns to the Recoveries Manager.
* Maintain up‑to‑date notes in the lease administration system documenting current status and next actions.
* Liaise with Asset Management for valuations, highlight potential shortfall to the Recoveries Manager, and support provisioning decisions.
* Where required, refer accounts for novation or rewrite and prepare formal forbearance or asset substitution requests for credit approval.
* Monitor the SME Lending book to keep within agreed arrears tolerances.
* Contribute to Monthly Arrears Review meetings and prepare ad‑hoc direct debit payment requests.
* Prepare arrears and portfolio information for management and report on progress.
* Deliver consistently high quality customer service to external and internal customers.
* Log all customer complaints in line with the SME Lending Complaints Policy.
* Adhere to company values, behaviours, health and safety policies and any other regulatory requirements.
* Maintain regular interaction with Sales, Brokers and other departments to resolve issues efficiently.
* Undertake ad‑hoc tasks as reasonably requested.
About You
Qualifications & Experience
* Minimum of 1 year’s experience within collections or arrears management.
* Proficient use of Microsoft Word, Excel and Outlook.
* Organised, motivated and accurate, with strong time‑management and prioritisation skills.
* High level of systems awareness and controls.
* Excellent interpersonal, written and verbal communication skills.
* Professional, positive attitude and ability to adapt to change.
* Strong telephone communication techniques.
Working Hours
Monday to Friday 08:30 to 17:00 (1 hour lunch). Hybrid role – a minimum of 2 days per week in the office.
Equal Opportunity & Inclusion
As a Disability Confident Employer and a Platinum Investor in People, we welcome diversity and aim to create an inclusive workplace. If you require adjustments during the recruitment process, please let us know.
Benefits
* Generous holiday allowance – starting at 25 days, increasing to 30, with a birthday holiday, Christmas Eve and New Year’s Eve off, and the option to buy or sell up to a week’s leave.
* Share Save Scheme – discounted share purchase.
* Profit‑related pay – share in annual profit.
* Pension – employer contribution up to 10% of salary.
* Family‑friendly policies – enhanced parental pay and paid time off for fertility treatment.
* Employee discounts on entertainment, travel, shopping, motoring, etc.
* Annual volunteering day.
* Life assurance and personal accident cover.
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