Complex Arrears Executive at Capital on Tap

Manchester, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

14 Apr, 26

Salary

40000.0

Posted On

14 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Collections Experience, FCA Knowledge, Complex Arrears Management, Insolvency Experience, Legal Escalations, Customer Engagement, Risk Awareness, Challenging Conversations, Multi-Channel Communication, Results Driven, Stakeholder Communication, Affordability Assessment, Vulnerable Customer Support, International Customer Experience, Project Support, Case Ownership

Industry

Financial Services

Description

We’re Capital on Tap 👋 💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030. Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment. 🏡🏢This is a Hybrid role, the Collections team work from our Manchester Offices 3 days per week. You'll work 37.5hrs a week, 9am-5:30pm Monday to Friday. Collections at Capital on Tap Collections support customers in financial difficulty and those who are vulnerable. We are a multi-channel team working in partnership with customers to find a fair outcome. What You’ll Be Doing This is a brand new role for us; you will act as a complex case team member supporting both Collections and our Specialist Support Team (Vulnerable Customers). You will be engaging with customers and third parties over the phone and via digital channels to find a solution to their arrears. Your role will consist of: In-depth case reviews and actions drawing upon your experience Outbound and inbound customer engagement Complex cases requiring in-depth management or decision-making Flexible resource to support changing business and customer needs Acting as a role model for the wider team, showcasing high-performance standards Managing a portfolio of complex arrears cases Case ownership with autonomy Working on both UK and US cases Drawing on experience with insolvency, legal, and senior Vulnerable Customer escalations We’re Looking For 🔎 Required skills: 5+ years of consecutive collections experience within the Financial Services Sector Practical knowledge of FCA and industry best practice standards Experience with complex arrears, insolvency, legal and senior customer escalations (business or consumer) Loves collections, being on the phones talking with customers to find a fair outcome High level of risk awareness Skilled at handling challenging and complex conversations Comfortable in a multi channel communication environment Results driven, able to self motivate and deliver Able to communicate to a diverse range of stakeholders Able to support projects as needed (user acceptance testing, representing Collections etc.) Able to gather and assess affordability information Nice to have skills: Industry qualifications such as CertBB, CeMAP, CICM etc. Experience with vulnerable customer support-familiarity with signposting options Worked with international customers (we service the UK and US) Diversity & Inclusion 🌈 We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work. Great Work Deserves Great Perks We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits: 💷 Salary £37,000 - £40,000PA DOE 🏥 Private Healthcare including dental and opticians services through Vitality ✈️ Worldwide travel insurance through Vitality 🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical) 👛 Salary Sacrifice Pension Scheme up to 7% match 🏖️ 28 days holiday (plus bank holidays) 📖 Annual Learning and Wellbeing Budget 👪 Enhanced Parental Leave 🚲 Cycle to Work Scheme 🚂 Season Ticket Loan 💬 6 free therapy sessions per year 🐶 Dog Friendly Offices 🍫 Free drinks and snacks in our offices Check out more of our benefits, values and mission here. Interview Process 🤝 🤝First stage: 30 minute intro and values call with Talent Partner (Video call) 🤝Final stage: 1 hour final interview-face to face assess experience Other Info 👍Check out our ‘Top Tips’ for interviewing. ✔️Keep updated on new job opportunities by following us on Linkedin. 📧Email careers@capitalontap.com if you have any questions. Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

Responsibilities

The Complex Arrears Executive will support both the Collections and Specialist Support Team by managing complex arrears cases and engaging with customers to find solutions. This role involves in-depth case reviews, customer engagement, and acting as a role model for high-performance standards.