Loan Collections Officer

Loan Collection Officer

Our client is an FCA‑regulated, market‑leading consumer credit company. With over 13 years in the industry, they're committed to responsible lending, fair customer outcomes, and high regulatory standards.

The Role

You'll manage a portfolio of customer loan accounts from start to finish, ensuring all engagement is compliant with FCA rules, internal policies, and Consumer Duty. You'll support customers in arrears or financial difficulty, using empathy and professionalism to agree fair and sustainable solutions.

Key Responsibilities

* Manage customer loan accounts throughout their lifecycle

* Handle inbound/outbound contact via phone, email, SMS, and letters

* Agree affordable repayment plans with customers in arrears

* Identify and support vulnerable customers appropriately

* Maintain accurate CRM records in line with FCA and Data Protection requirements

* Follow internal processes to ensure good customer outcomes

* Contribute to continuous improvement within the collections team

About You

* Experience in collections or arrears management (regulated finance preferred)

* Strong communication skills and confident handling difficult conversations

* Professional, calm, and empathetic approach

* Highly organised with excellent attention to detail

* Comfortable using CRM systems and handling sensitive data

* Understanding of FCA principles, TCF, Consumer Duty, and vulnerability

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