Credit Control Officer
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Job Summary
Derbyshire Community Bank is a member-owned financial cooperative providing fair and responsible financial services to the local community. We operate in a regulated environment with a strong focus on ethical lending and member support.
We are seeking a Credit Control Officer to take ownership of arrears management and collections across our loan portfolio. The role focuses on reducing delinquency improving recovery performance and protecting lending quality while ensuring members are treated fairly.
This is a hands-on performance-driven role requiring strong communication resilience and a data-led approach.
- Manage accounts in arrears end-to-end
- Conduct outbound calls to recover missed payments
- Negotiate sustainable repayment arrangements
- Escalate cases including external collections where required
- Deliver against collections and arrears targets
- Ensure compliance with Financial Conduct Authority requirements and Treating Customers Fairly (TCF)
- Identify and support vulnerable members appropriately
- Maintain accurate and audit-ready case records
- Produce arrears and collections reports
- Monitor trends and provide performance insights
- Support process improvements and automation
- Work across CRM and core banking systems
- Minimum 2 years experience in credit control collections or debt management(or AAT qualification / working towards as an alternative)
- Proven experience managing accounts in arrears and recovery processes
- Strong understanding of repayment arrangements and collections techniques
- Working knowledge of Financial Conduct Authority (FCA) requirements including Treating Customers Fairly (TCF) and vulnerability
- Experience handling sensitive customer conversations and negotiating outcomes
- Ability to manage a high-volume workload and meet performance targets
- Competent in Microsoft 365 particularly Excel
- Experience using CRM systems and/or financial platforms
- Strong attention to detail with ability to maintain accurate records and audit trails
- Ability to work independently take ownership and deliver results
- 25 days annual leave bank holidays
- 5% contributory pension
- Discounted loan scheme
- Retail discounts and perks
- Credit union membership (1 refundable fee)
Required Skills:
Role Requirements Minimum 2 years experience in credit control collections or debt management (or AAT qualification / working towards as an alternative) Proven experience managing accounts in arrears and recovery processes Strong understanding of repayment arrangements and collections techniques Working knowledge of Financial Conduct Authority (FCA) requirements including Treating Customers Fairly (TCF) and vulnerability Experience handling sensitive customer conversations and negotiating outcomes Ability to manage a high-volume workload and meet performance targets Competent in Microsoft 365 particularly Excel Experience using CRM systems and/or financial platforms Strong attention to detail with ability to maintain accurate records and audit trails Ability to work independently take ownership and deliver results
