Arrears Specialist

We’re looking for a supportive, approachable and confident Arrears Specialist to join our team. In this role, you’ll be speaking with customers who are going through financial difficulties and helping them understand their options. Your aim is simple: make things clearer, take away some of the worry, and guide them towards a plan that genuinely works for them.

You’ll handle inbound and outbound calls across our Recoveries and Assessments & Vulnerable Customers teams. Every conversation is different, but your focus is always on doing the right thing for the customer—and getting it right first time.

What You’ll Be Doing

• Having honest, helpful conversations with customers across phone and email
• Making sure every customer receives a fair and positive outcome
• Spotting when someone is in financial difficulty and pointing them towards the right support
• Completing income & expenditure assessments to understand what they can realistically afford
• Agreeing sustainable payment plans
• Using the right tools and forbearance options to help customers get back on track
• Recognising when a customer is vulnerable and responding appropriately
• Handling complaints calmly and professionally
• Following our processes and staying compliant
• Working towards key performance measures such as quality, behaviours, and reducing avoidable issues

Requirements

What You’ll Bring

• A real passion for helping customers
• A calm, reassuring phone manner
• Resilience and confidence when handling challenging situations
• The ability to work well in a busy, fast-paced environment

Your Experience

• Background in Financial Services
• Recent experience in collections and/or debt recovery
• Understanding of MCOB regulation and working within a regulated environment
• Awareness of customer vulnerability and the TEXAS model
• Experience applying forbearance options OR experience in underwriting
• CeMAP (nice to have, not essential)

Benefits

Why join us?

• A varied, interesting workload across multiple clients and products
• A supportive team culture that values individuality and wellbeing
• A chance to contribute directly to risk management and customer protection
• Opportunities to grow your knowledge and progress your career
• Regular feedback, recognition, and development support

• 30 days holiday entitlement plus bank holidays (From Day 1)
• Defined Pension Contribution Scheme (Employer matched up to 6%). Plus, option to contribute via Salary Exchange
• Employee Discount Scheme, access to discounts and offers across hundreds of leading retailers. Plus, cashback on purchases
• Company Paid Private Medical Insurance
• Group Life Assurance
• Group Income Protection
• Discretionary Annual Pay Review
• Discretionary Annual Bonus Scheme
• Loyal Service Scheme - rewarding your commitment with financial recognition, additional holidays, and matched pension contributions of up to 10% at key service milestones
• Free Flu Vaccinations, Eye Tests, and employer contribution towards glasses
• Recognition Scheme
• Free Mortgage Advice and Support
• Wisdom Wellbeing, including an Employee Assistance Program
• Everest Funeral Concierge
• Free Bereavement and Probate Advice and Support
• Access to a GP 24/7, 365 days a year through GP24
• Paid eye tests and employer contribution towards spectacles specifically for VDU use
• Enhanced parental leave
• Technology Buying Scheme
• Discounted Gym Memberships
• Taste Card / Coffee Club Membership
• Charitable Payroll Giving
• Cycle to Work Scheme (Salary Sacrifice)

If you want a role where your conversations genuinely change outcomes, we’d love to hear from you.