Collections & Recoveries Advisor

Overview

In this role you help keep SME borrowers on track by handling early arrears discussions and negotiating feasible repayment options. You’ll work closely with a customer-first collections team to balance compassionate conversations with business needs, aiming for sustainable outcomes while ensuring compliance. The role is hybrid in Leeds, with initial in-office training, and offers meaningful impact by supporting SMEs in difficult moments. You’ll contribute to a culture that values thoughtful problem-solving and fair recovery practices.

Pay / Benefits

• Flexible working hours
• Medical insurance from Vitality
• Private GP service for you and dependents
• 25 days’ holiday + birthday leave + buy/sell of leave
• One-month sabbatical after four years
• Employee equity incentive scheme

Responsibilities

• Manage a portfolio of early-arrears accounts through inbound/outbound calls, emails, and WhatsApp messages
• Understand each customer’s circumstances and discuss available options (e.g., extended time or reduced payments)
• Negotiate and implement feasible forbearance or repayment solutions balancing customer and business interests
• Follow up when arrangements are broken and determine next steps
• Maintain clear, accurate notes and proactive follow-ups across channels
• Owner’s control over decisions for assigned accounts and next steps
• Ensure regulatory compliance while protecting the loan portfolio

Key requirements

• Resilience in difficult conversations; ability to stay calm and professional
• Ability to work toward individual targets and KPIs
• Patient, empathetic, and professional manner
• Strong communication skills on phone and email
• High accuracy and attention to detail
• Ability to handle diverse challenges and think on your feet

• empathy
• resilience
• communication
• debt recovery in SME/business sector
• portfolio management
• forbearance options understanding

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