Arrears & Collections Associate - ref. v53528003

We have an opportunity for an Arrears & Collections Associate to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

This role focuses on managing customer interactions related to maturing loans, addressing arrears, and ensuring effective recovery processes. Main responsibilities will include negotiating repayment solutions, assessing customer circumstances (including vulnerabilities), and initiating recovery actions when necessary. You will be involved in the following:

• Engaging with customers to ensure loan repayments by maturity dates.
• Managing arrears cases, understanding customer financial circumstances to find suitable resolutions.
• Recommending bespoke support strategies to the Arrears & Collections Manager.
• Initiating recovery actions, including appointing receivers or solicitors when required.
• Planning and prioritising workload, ensuring compliance with regulatory standards.
• Maintaining up-to-date knowledge of regulatory requirements and internal policies.

The role will be on a hybrid working arrangement, 3 days a week from our Basingstoke office (Monday and Wednesday compulsory, the other day optional) and the rest of the week from home.

What we are looking for in you…

Key Skills and Experience:

• Collections/Arrears Management: Proven experience in managing collections and recoveries.
• Negotiation and Problem-Solving: Strong ability to negotiate repayment arrangements, resolve complaints, and handle objections effectively.
• Telephony Skills: Experience in customer communication, with a focus on probing, questioning, and showing empathy.
• Regulatory Knowledge: Understanding of customer vulnerability, Consumer Duty, and available support options.
• Technical Proficiency: Competent in Microsoft Office and navigating multiple systems during customer interactions.

Desirable Skills:

• Authority to agree on payment arrangements or concessions.
• Experience in customer service related to completed mortgage loans.

Core Attributes:

• Strong communication, relationship-building, and decision-making abilities.
• Commitment to delivering excellent customer service while ensuring compliance with regulations.
• Motivation to support business success and prioritise positive customer outcomes.

What’s in it for you…

In addition, you will receive an extra day paid annual leave for Volunteering.

Wellbeing is also high on our agenda, and we offer healthcare benefits through Equipsme. In addition, all colleagues have free access to TELUS Health EAP to support their health and wellbeing. We also offer free eye test vouchers and discounted gym membership, and if that’s not enough, we also offer season ticket travel loans (if applicable).

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact talent@castletrust.co.uk

Check out our careers page: https://www.castletrust.co.uk/careers/who-we-are