Arrears Specialist

Arrears Specialist

Fully Remote | £29,000 per annum

Shift Hours = 7.5 hours between 8am and 8pm (Mon-Thurs) and 8am - 6pm (Fri). Requirement to work 1 in 3 Saturdays from 9am to 2pm

Start Date: 5th October

We’re looking for a supportive, approachable and confident Arrears Specialist to join our team. In this role, you’ll be speaking with customers who are going through financial difficulties and helping them understand their options. Your aim is simple: make things clearer, take away some of the worry, and guide them towards a plan that genuinely works for them.

You’ll handle inbound and outbound calls across our Recoveries and Assessments & Vulnerable Customers teams. Every conversation is different, but your focus is always on doing the right thing for the customer — and getting it right first time.

What You’ll Be Doing

• Having honest, helpful conversations with customers across phone and email
• Making sure every customer receives a fair and positive outcome
• Spotting when someone is in financial difficulty and pointing them towards the right support
• Completing income & expenditure assessments to understand what they can realistically afford
• Agreeing sustainable payment plans
• Using the right tools and forbearance options to help customers get back on track
• Recognising when a customer is vulnerable and responding appropriately
• Handling complaints calmly and professionally
• Following our processes and staying compliant
• Working towards key performance measures such as quality, behaviours and reducing avoidable issues

What You’ll Bring

• A real passion for helping customers
• A calm, reassuring phone manner
• Resilience and confidence when handling challenging situations
• The ability to work well in a busy, fast‑paced environment

Your Experience

• Background in Financial Services
• Recent experience in collections and/or debt recovery
• Understanding of MCOB regulation and working within a regulated environment
• Awareness of customer vulnerability and the TEXAS model
• Experience applying forbearance options OR experience in underwriting
• CeMAP (nice to have, not essential)