Collections Officer

About the Role: Capital on Tap is a financial platform offering a best-in-class business credit card and SME-focused spend management tools. We are looking for a Collections Officer to join our Midnight team, servicing a mixture of UK & US customers. In this role, you will work directly with customers to help them manage financial arrears by setting up fair repayment plans.

What You'll Do

• Engage directly with customers to negotiate repayment plans with empathy and professionalism.
• Analyse financial situations to create tailored solutions for each customer.
• Ensure adherence to GDPR, FCA, and FDCPA regulations during all interactions.
• Handle customer complaints, resolve conflicts effectively, and deliver fair customer outcomes.
• Prioritize multiple tasks while maintaining high-quality standards and working with internal/external teams.

What You Bring

• Collections experience within the financial services sector.
• Strong communication skills, both verbal and written, using multiple platforms (email, SMS, etc.).
• Proven ability to manage challenging customer interactions and handle difficult conversations patiently.
• A commitment to resolving issues while ensuring compliance with relevant laws and policies.

Benefits

• Salary range of £29,000 - £37,000 depending on experience, plus a Salary Sacrifice Pension Scheme (up to 7% match).
• Private Healthcare (including dental and optician services) and Worldwide travel insurance through Vitality.
• 28 days holiday (plus bank holidays), an Annual Learning and Wellbeing Budget, and Enhanced Parental Leave.
• Primarily remote work (Monday-Friday, 3:30 PM to midnight shift) with a requirement to attend the Cardiff office 2 days per quarter.