Complex Arrears Executive (Fintech)

TL;DR

Complex Arrears Executive (Fintech): Managing a portfolio of complex arrears cases and supporting vulnerable customers with an accent on insolvency, legal escalations, and high-performance standards. Focus on engaging with UK and US customers via phone and digital channels to find fair repayment solutions while maintaining regulatory compliance.

Location: Manchester (Must be able to work from the office 3 days per week)

Salary: £37,000 - £40,000

Company

A profitable, fast-growing financial platform providing business credit cards and spend management tools for SMEs.

What you will do

• Manage a portfolio of complex arrears cases with full autonomy.
• Conduct in-depth case reviews and make critical decisions on repayment strategies.
• Engage with customers and third parties via phone and digital channels to resolve arrears.
• Support both Collections and Specialist Support teams, including vulnerable customer escalations.
• Act as a role model for the wider team by maintaining high-performance standards.
• Support business projects such as user acceptance testing and process representation.

Requirements

• Significant 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.
• Skilled at handling challenging and complex conversations.
• High level of risk awareness and ability to assess affordability information.
• Ability to work in a multi-channel communication environment.

Nice to have

• Experience with vulnerable customer support and signposting options.
• Experience working with international customers (UK and US markets).

Culture & Benefits

• Private Healthcare including dental and opticians services.
• Salary Sacrifice Pension Scheme with up to 7% match.
• 28 days holiday plus bank holidays.
• Annual Learning and Wellbeing Budget.
• Dog-friendly office with amenities like a pool table and arcade machine.
• Enhanced parental leave and 6 free therapy sessions per year.

Hiring process

• 30-minute interview with a Talent Partner.
• 60-minute interview with a Senior Team Leader.
• 60-minute interview with an Operations Manager (if needed).