A leading financial institution is seeking a skilled Collections Specialist to join its team. This role plays a crucial part in managing customer accounts in arrears, ensuring effective debt recovery while maintaining the highest standards of customer service and regulatory compliance.
The Collections Specialist will be responsible for overseeing a portfolio of late-stage arrears cases, working to prevent escalation to legal action. The role requires strong negotiation skills, strategic case management, and the ability to support customers in financial difficulty while ensuring the bank's risk and compliance policies are upheld.
Key Responsibilities
- Assess customer accounts to determine the most appropriate resolution strategy, including repayment plans and settlement negotiations.
- Manage mid-to-late-stage arrears cases, ensuring proactive follow-up to maximise recovery and avoid legal proceedings.
- Identify and assist vulnerable customers, ensuring fair treatment in line with regulatory requirements and internal policies.
- Maintain compliance with industry regulations and best practices in collections and debt recovery.
- Maintain clear and accurate case notes to ensure a robust audit trail.
- Provide guidance to junior team members on complex collection cases.
- Analyse trends in arrears management to improve strategies and enhance recovery rates.
Key Requirements
- Must have APA (Loans) or QFA qualification
- 5+ years' experience in collections or debt recovery within banking or financial services environment.
- Strong understanding of arrears management, financial hardship cases, and pre-litigation debt recovery.
- ASU experience in banking desirable
- Experience in handling vulnerable customers and navigating complex financial situations.
- Excellent negotiation, conflict resolution, and communication skills.
- Solid knowledge of financial regulations and compliance requirements.
- Proficiency in Microsoft Office and strong numerical skills.
- Ability to work independently while collaborating effectively with the team.
