Complex Arrears Executive

Were Capital on Tap
Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us
We empower you to be innovative and solve complex problems. Take ownership make an impact and thrive in our scaling and agile environment.

This is a Hybrid role the Collections team work from our Cardiff Offices 3 days per week.

Collections at Capital on Tap
Collections support customers in financial difficulty and those who are vulnerable. We are a multi-channel team working in partnership with customers to find a fair outcome.

What Youll Be Doing
This is a new role you will act as a complex case team member supporting both Collections and our Specialist Support Team (Vulnerable Customers). You will be engaging with customers and third parties over the phone and via digital channels to find a solution to their arrears. Your role will consist of:

• In-depth case reviews and actions drawing upon your experience
• Outbound and inbound customer engagement
• Complex cases requiring in-depth management or decision-making
• Flexible resource to support changing business and customer needs
• Acting as a role model for the wider team showcasing high-performance standards
• Managing a portfolio of complex arrears cases
• Case ownership with autonomy
• Working on both UK and US cases
• Drawing on experience with insolvency legal and senior Vulnerable Customer escalations

Were Looking For
Required skills:

• 5 years of consecutive collections experience within the Financial Services Sector
• Practical knowledge of FCA and industry best practice standards
• Comfortable working independently with high accountability
• Experience with complex arrears insolvency legal and senior customer escalations (business or consumer)
• Enjoys being on the phones and talking with customers to find a fair outcome
• High level of risk awareness
• Skilled at handling challenging and complex conversations
• Comfortable in a multi-channel environment
• Results-driven able to self-motivate
• Flexible and able to adapt to changing priorities
• Resilient
• Able to communicate to a diverse range of stakeholders
• Able to support projects as needed (user acceptance testing representing Collections etc.)
• Able to balance quality and quantity
• Passionate about Collections sets the bar high and committed to helping customers in need
• Able to gather and assess affordability information

Nice to have skills:

• Industry qualifications such as CertBB CeMAP CICM etc.
• Experience with vulnerable customer support and familiarity with signposting options
• Experience working with international customers (we service the UK and US)

Diversity & Inclusion
We welcome consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table arcade machine beer tap and a couple of office dogs thrown in for good measure. Check out our benefits:

Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Check out more of our benefits values and mission here.

Interview Process
First stage: 30 minute intro and values call with Talent Partner (Video call)
Final stage: 1 hour 30 minutes final interview-face to face

Other Info
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Excited to work here Apply!
If youd like to progress your career within our fast growing profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)