We are looking for an Arrears & Collections Officer for a 6-month fixed-term contract with a leading banking group in Hertfordshire.
Role Purpose:
Provide top-tier customer service, minimize complaints, complete reviews and credit papers, and support the Arrears, Collections & Recoveries team.
Responsibilities:
* Manage customers in arrears and distressed debt.
* Handle Watchlist cases for positive outcomes.
* Support customers with short-term payment difficulties using forbearance strategies.
* Oversee and strategize cases involving LPA Receivers or Administrators.
Key Accountabilities:
* Deliver excellent customer service to reduce complaints.
* Retain business through effective solutions.
* Test and address breaches of customer financial covenants.
* Identify and act on risks of repeat arrears.
* Assist with regulatory and periodic reporting.
* Maintain accurate customer records.
* Manage vulnerable customers with care.
* Adhere to Treating Customers Fairly (TCF) values and respond promptly to inquiries.
Qualifications, Skills, and Experience:
* Experience in collections and arrears, especially in mortgages, insurance, or credit cards.
* Team player with flexibility and adaptability.
* Background in financial services.
* Proficiency in Treating Customers Fairly (TCF).
* Skilled in dealing with vulnerable lending customers.
Work Arrangement:
* Office presence in Letchworth 2 days per week, remote for the remaining days.