Arrears & Collections Associate

Help deliver fair customer outcomes whilst safeguarding the bank at Castle Trust Bank, a specialist UK challenger bank providing property mortgages, retail finance lending and savings products to a wide range of customers.

Requirements

• Collections/Arrears Management: Proven experience in managing collections and recoveries.
• Negotiation and Problem-Solving: Strong ability to negotiate repayment arrangements, resolve complaints, and handle objections effectively.
• Telephony Skills: Experience in customer communication, with a focus on probing, questioning, and showing empathy.
• Regulatory Knowledge: Understanding of customer vulnerability, Consumer Duty, and available support options.
• Technical Proficiency: Competent in Microsoft Office and navigating multiple systems during customer interactions.

Benefits

• Competitive salary (£28,000 to £32,000, dependent on experience)
• 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)