Collections Agent 3 Month Fixed-Term Contract

Are you a customer-focused professional with a background in collections and arrears management? Do you thrive in a fast-paced, regulated environment where empathy and clear communication matter? If so, this could be the perfect opportunity for you. We’re working with a dynamic and growing UK retail bank with deep community roots and an exciting transformation journey underway. The organisation is committed to providing accessible, responsible finance and meaningful customer support – especially when it matters most. Now, they’re looking for a Collections Executive to play a vital role in managing customer relationships, particularly for those facing financial difficulty. This role will be a 3 month FTC with potential to go permanent. This is a high priority role best suited to candidates who can be available within 1 month.

Why You’ll Love This Role:

• Join a forward-thinking, digitally enabled bank that’s making a real impact in underserved communities
• Be part of a supportive team that genuinely cares about customers and operates with warmth and integrity
• Enjoy a flexible hybrid model (2–3 days in a modern Central London office)

What You’ll Be Doing:

• Act as the first point of contact for customers in arrears, delivering clear, empathetic, and solutions-driven support
• Agree affordable and sustainable repayment plans tailored to individual customer needs
• Identify and support vulnerable customers, applying appropriate forbearance strategies
• Handle inbound/outbound calls, emails, and SMS communications related to loans and savings products
• Maintain accurate customer records and ensure full compliance with internal policies and regulatory requirements
• Liaise with internal departments to ensure seamless case handovers and customer experience
• Spot and escalate complex cases, recommending next steps to senior managers
• Support general customer service when needed – we’re a small, collaborative team

What We’re Looking For:

• Proven experience in collections, arrears, or recoveries within a financial services setting
• Strong communication skills with the ability to de-escalate situations and build trust
• Solid understanding of UK financial regulations, especially around customer vulnerability and fair treatment
• Excellent attention to detail and ability to work independently in a hybrid setting
• Comfortable using Excel and managing administrative tasks with accuracy
• A proactive team player with a problem-solving mindset