Collections Agent

\"Delivering fair outcomes through trust, transparency and teamwork\"

At Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

Our retail finance division, Omni Capital, partners with retailers nationwide to provide customers with innovative credit solutions that allow them to spread the cost of their purchases using state-of-the-art technology.

This role is based in the Basingstoke office 5 days a week

The role and what you'll lead and deliver:

We're currently recruiting a Collections Agent to join our Omni Capital Retail Finance team. In this role, you'll support customers who may be experiencing financial difficulty by providing tailored, empathetic support and appropriate forbearance solutions. You'll play a key role in managing the end-to-end customer journey while ensuring fair and compliant outcomes at all times.

You will:

• Manage telephony queues, handling inbound calls and making outbound calls via an automated dialler
• Use effective questioning techniques to understand individual customer circumstances and work toward appropriate debt resolution in line with regulatory requirements
• Act as the first point of escalation for collections-related customer queries
• Support collections strategies across letters, SMS, email and phone, always putting the customer first
• Respond to customer emails across multiple inboxes
• Communicate with customers via live chat to resolve enquiries efficiently
• Demonstrate empathy and identify tailored solutions to meet customers' needs
• Apply forbearance options to support vulnerable customers through the repayment process
• Follow established processes and procedures to ensure consistency and high standard
• Identify potential complaints and manage appropriately, escalating where necessary
• Support Customer Service phone lines during peak periods

What you'll bring:

We are looking for a natural problem solver with the ability to implement the most appropriate solutions for our customers, listen effectively and be empathetic with each situation you are faced with. Your organisation and communication skills will need to be exceptional, as you will be juggling many priorities and using multiple systems at the same time as communicating with customers.

In addition you will have:

Essential

• Experience working in a customer service environment driven to deliver professional, positive customer outcomes
• Willingness to work on the phone with an excellent telephone manner
• Strong written and verbal communication skills
• Proven ability to negotiate with customers to achieve positive and fair outcomes
• Comfortable using multiple computer systems to resolve customer enquiries
• Flexible with changing priorities
• Experience working with defined processes and procedures

Desirable

• Previous experience working in collections within financial services
• Experience in a contact centre environment, handling inbound and outbound calls and customer emails

Why join Castle Trust Bank?

• Competitive salary
• Performance bonus (based on individual and company performance)
• Generous contributory pension through Hargreaves Lansdown
• Life Assurance
• 25 days' holiday + option to buy/sell 5 days
• Additional paid volunteering day
• Private healthcare through Equipsme (includes cash back for Dental and Optical treatment)
• Free access to BHSF Rise EAP to support colleague health and wellbeing
• Gym discounts
• Season ticket travel loans (if applicable)
• A supportive, inclusive culture where your work has real impact

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We use AI to help support early application screening, improving consistency and efficiency. All hiring decisions involve human judgment and review, not technology.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact

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