We are looking for an Arrears & Collections Officer for a 6-month fixed-term contract with a leading banking group in Hertfordshire.

Role Purpose:

Provide top-tier customer service, minimize complaints, complete reviews and credit papers, and support the Arrears, Collections & Recoveries team.

Responsibilities:

• Manage customers in arrears and distressed debt.
• Handle Watchlist cases for positive outcomes.
• Support customers with short-term payment difficulties using forbearance strategies.
• Oversee and strategize cases involving LPA Receivers or Administrators.

Key Accountabilities:

• Deliver excellent customer service to reduce complaints.
• Retain business through effective solutions.
• Test and address breaches of customer financial covenants.
• Identify and act on risks of repeat arrears.
• Assist with regulatory and periodic reporting.
• Maintain accurate customer records.
• Manage vulnerable customers with care.
• Adhere to Treating Customers Fairly (TCF) values and respond promptly to inquiries.

Qualifications, Skills, and Experience:

• Experience in collections and arrears, especially in mortgages, insurance, or credit cards.
• Team player with flexibility and adaptability.
• Background in financial services.
• Proficiency in Treating Customers Fairly (TCF).
• Skilled in dealing with vulnerable lending customers.

Work Arrangement:

• Office presence in Letchworth 2 days per week, remote for the remaining days.