Collections Officer

Purpose of the role The Collections Officer is responsible for managing delinquent customer accounts, ensuring timely recovery of overdue payments, and maintaining compliance with regulatory standards. This role plays a critical part in safeguarding the organisation's credit risk exposure while delivering excellent customer service. Key Responsibilities Account Management: Proactively manage late-paying customers through telephone and written communication Negotiate repayment arrangements and forbearance solutions where appropriate Compliance & Regulation: Operate within Consumer Credit Act (CCA) and FCA guidelines Ensure all actions adhere to internal policies and regulatory requirements Customer Engagement: Handle sensitive conversations with empathy, balancing customer needs and business objectives Provide clear explanations of terms and consequences of non-payment Reporting & Administration: Maintain accurate records of all interactions and agreements Prepare reports on collections performance and escalate high-risk cases Collaboration: Work closely with Recoveries, Risk, and Client Services teams to resolve complex cases Core Skills & Knowledge Strong communication and negotiation skills Ability to build and maintain strong relationships and communicate with key interfaces Analytical skills Client focus Negotiation and decision making Knowledge of asset finance products and collections processes. Familiarity with regulatory frameworks (CCA, FCA) Ability to manage high-volume workloads under pressure Proficiency in MS Office and collections systems Technical knowledge Regulatory Knowledge as applicable to role Understanding of lease and asset finance Knowledge of Consumer Credit Act and other regulatory requirements AML /KYC requirements To act with integrity at all times and embrace the philosophy of treating our customers fairly Bring your empathy, judgement and clear communication to a role where you'll genuinely help customers through challenging moments. As a Collections Officer in our asset finance team, you'll balance fair outcomes with commercial sense, supported by a collaborative culture and leaders who want you to thrive. If you're looking for meaningful work, real development and a team that values diverse perspectives, we'd love to hear from you.