Collections Coordinator – Berkshire (Hybrid Working)

The Role

As a Collections Coordinator, you will be responsible for managing customer accounts in arrears, supporting customers through financial difficulties, and helping to minimise credit risk exposure. You will work closely with internal stakeholders to ensure fair and effective resolutions while maintaining compliance with regulatory requirements.

Key Responsibilities

• Proactively manage overdue customer accounts through telephone, email and written correspondence.
• Negotiate suitable repayment plans and forbearance solutions where appropriate.
• Conduct sensitive customer conversations with empathy and professionalism.
• Assess individual circumstances and recommend appropriate actions.
• Maintain accurate records of all customer interactions and agreements.
• Monitor account performance and elevate high‑risk cases when required.
• Collaborate with colleagues across Risk, Recoveries and Customer Services functions.
• Ensure all activities are carried out in line with regulatory and internal compliance standards.

Qualifications

• Previous experience within collections, recoveries, credit control or arrears management.
• Excellent communication and negotiation skills.
• A customer‑centric approach with strong problem‑solving abilities.
• The ability to manage a busy workload and prioritise effectively.
• Sound judgement and decision‑making skills.
• Strong attention to detail and administrative accuracy.
• Good working knowledge of Microsoft Office applications.
• An understanding of FCA regulations and customer treatment principles would be advantageous.
• Experience within financial services, asset finance or lending environments is desirable.

Benefits

• Hybrid working arrangement.
• Generous benefits package.
• Supportive and collaborative team environment.
• Opportunities for professional development and career progression.
• The chance to make a genuine difference by helping customers find sustainable financial solutions.

If you’re looking for a role that combines customer interaction, commercial awareness and regulatory responsibility, we’d love to hear from you.

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