Collections Advisor

Overview

A well-established, FCA-regulated consumer finance provider specialising in secured lending. With more than a decade of experience, the organisation is recognised as a trusted leader in its sector, supporting customers across the UK.

Our client is seeking an experienced Collections Advisor to join a dedicated team. The successful candidate will manage customer loan accounts throughout their lifecycle, ensuring all engagement and activity aligns with FCA regulations, internal policies, and Consumer Duty obligations. You will support customers who may be in arrears or financial difficulty, working with empathy and professionalism to agree sustainable solutions.

• Manage a portfolio of customer accounts from inception to loan completion.
• Handle inbound and outbound customer contact (telephone, email, SMS, and written correspondence) in a timely, professional, and compliant manner.
• Engage with customers in arrears to understand payment difficulties and agree fair, affordable repayment arrangements.
• Identify and support vulnerable customers, adapting communication style and signposting to additional help where necessary.
• Accurately document all customer interactions on the CRM system in line with FCA and Data Protection requirements.
• Follow internal policies to ensure good customer outcomes and regulatory compliance.
• Contribute to continuous improvement within the collections team, sharing best practice and insights.

• Previous experience in collections or arrears management within a regulated consumer finance or secured lending environment is preferred.
• Strong communication skills, both verbal and written, with the ability to manage difficult conversations empathetically.
• Calm, professional, and resilient when dealing with challenging situations.
• Highly organised with excellent attention to detail and strong record-keeping abilities.
• Motivated by achieving personal and team objectives while maintaining compliance and fairness.
• Confident using CRM systems and handling sensitive customer data responsibly.
• Awareness of FCA principles, including Treating Customers Fairly (TCF), Consumer Duty, and vulnerability support.

• Competitive salary.
• Training and development opportunities within a regulated environment.
• Supportive team culture with a strong focus on ethics and customer care.
• Opportunity to contribute to a reputable, growing business leading the way in secured lending.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.