Customer Support Officer - MF Collections

• Customer Support Officer - MF Collections

About The Role

Let’s grow together!

We are a Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK. We use our expertise to help them achieve their ambitions and build a sustainable future. If you’re an Customer Support Officer seeking growth in a friendly environment, we want to hear from you!

We’re flexible, inclusive, committed to your wellbeing, and passionate about your potential. Let’s grow together!

About the Role

You will be responsible for recovering monies owed on customer accounts within the regulatory framework. This involves communicating with customers and third parties regarding collections and recoveries on Motor Finance accounts, and helping customers facing financial difficulties.

Responsibilities

• Deal empathetically with customers, understanding their circumstances
• Examine accounts in arrears, verify details, and determine recovery actions
• Communicate with customers to agree sustainable payment plans based on their affordability
• Monitor judgment cases to ensure payments are made as ordered
• Arrange and monitor forbearance agreements with customers
• Follow departmental procedures and interpret customer instructions
• Adhere to regulations such as FCA, DPA, CONC, MCOB
• Understand forbearance options and work with customers on repayment plans
• Maintain and update relevant computer systems

About You

Skills

• Initiative and teamworking skills
• Problem solving with attention to detail
• Quick learner of new systems
• Ability to adapt and stay calm under pressure

Qualifications and Experience

Grade C or above in English and Mathematics (GCSE or equivalent). Previous collections experience is required; motor finance experience is a plus.

Working Hours

We support flexible working: work from the office once a week and from home when suitable. Hours: Mon 08:30-19:00, Tue 08:30-17:00, Wed 08:30-19:00, Thu 08:30-17:00, Fri 08:30-17:00, Sat 09:00-13:00. You will work until 19:00 once a week and cover 2 Saturday shifts in 8 weeks. Discuss your preferences during interview.

We encourage applications even if you don’t meet all criteria. We value diversity and welcome passionate individuals.

Additional Information

Download the Purpose and Performance Profile (PPP) for more details on the role.

Inclusion & Accessibility

As a Disability Confident Employer, we ensure accessibility in our recruitment process. Contact us if adjustments are needed.