Northreach is a dynamic recruitment agency that connects businesses with top talent in financial services, lending, and digital sectors. We specialise in providing a seamless recruitment experience for clients and candidates, fostering innovation and professional growth.
We are partnering with a well established short term loan provider based in London. They provide a high volume of low value loans in a fast paced environment and are looking for a collections and recoveries specialist to join their debt recovery team
About the Role
We are looking for a motivated and customer-focused Collections Agent to join our growing team. This role is responsible for managing customer accounts in arrears, supporting customers to find sustainable repayment solutions, and helping to minimise financial losses while delivering excellent customer service.
The ideal candidate will be confident communicating with customers, able to handle sensitive conversations professionally, and committed to achieving positive outcomes for both the customer and the business.
Key Responsibilities
- Contact customers regarding overdue accounts via telephone, email, and written correspondence and working to company KPI’s.
- Assess customers’ financial circumstances and identify appropriate repayment solutions.
- Negotiate affordable repayment arrangements in line with company policies and regulatory requirements.
- Maintain accurate and up-to-date customer records across internal systems.
- Monitor repayment plans and follow up on missed or overdue payments.
- Identify vulnerable customers and provide appropriate support, escalating to the internal specialist where necessary.
- Resolve customer queries efficiently and professionally.
- Work towards individual and team performance targets, including quality, productivity, and collections performance.
- Ensure all activities comply with FCA regulations, Consumer Duty principles, company procedures, and relevant legislation.
- Liaise with internal departments and external partners where required to resolve customer issues.
About You
You will be an excellent communicator with strong negotiation skills and a genuine desire to help customers achieve positive financial outcomes.
- Previous experience in collections, recoveries, credit control, customer service, or a similar telephone-based role.
- Excellent verbal and written communication skills.
- Strong negotiation and problem-solving abilities.
- Ability to remain calm and professional during difficult conversations.
- Good attention to detail and organisational skills.
- Competent using Microsoft Office and CRM or case management systems.
- Ability to work independently while contributing positively to a team environment.
- Experience working within financial services.
- Knowledge of FCA regulations and Consumer Duty.
- Understanding of vulnerability and affordability assessments.
- Experience working towards performance or KPI targets.
- Experience of payday lending products is desirable but not essential
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