Collections and Customer Relations Executive

Join to apply for the Collections and Customer Relations Executive role at Development Bank of Wales.

The role holder will be responsible for maximising arrears collections on behalf of Help to Buy Wales, in accordance with the Financial Conduct Authority’s regulated consumer credit requirements. This involves empathising with customers to understand their current situation, working through suitable resolution options, and establishing a collection strategy that meets both customer and business needs.

Key responsibilities include ensuring high customer service levels, negotiating and administering payment promises, engaging with customers through the arrears process, managing individual caseloads, delivering debt recovery processing, identifying potentially vulnerable customers, assessing customer income and expenditure, and handling customer dissatisfaction and complaints.

Candidates should have at least 12 months of experience in collections, arrears, or recoveries within a regulated environment, proven customer service skills—especially with vulnerable customers—and effective complaint handling experience.

• Seniority level: Associate
• Employment type: Full-time
• Job function: Customer Service
• Industries: Banking