Arrears & Collections Associate

“Help deliver fair customer outcomes whilst safeguarding the bank.”

At Castle Trust Bank, we are a specialist UK challenger bank providing property mortgages, retail finance lending and savings products to a wide range of customers. As we continue to grow and evolve, protecting our customers and the Bank from fraud is more important than ever.

We are looking for an Arrears & Collections Associate to join our Property division. This role focuses on managing customer interactions related to maturing loans, addressing arrears, and ensuring effective recovery processes. Main responsibilities will include negotiating repayment solutions, assessing customer circumstances (including vulnerabilities), and initiating recovery actions when necessary. You will be involved in the following:

The role will be on a hybrid working arrangement, 3 days a week from our Basingstoke office (Monday and Wednesday compulsory, the other day optional) and the rest of the week from home.

What you’ll deliver

As part of our Collections team, you will:

• Engage with customers to ensure loan repayments by maturity dates.
• Manage arrears cases, understanding customer financial circumstances to find suitable resolutions.
• Recommend bespoke support strategies to the Customer Service and Collections Manager.
• Initiate recovery actions, including appointing receivers or solicitors when required.
• Plan and prioritise workload, ensuring compliance with regulatory standards.
• Maintain up-to-date knowledge of regulatory requirements and internal policies.

What we are looking for in you…

Key Skills and Experience:

• 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.

Desirable Skills:

• Authority to agree on payment arrangements or concessions.
• Experience in customer service related to completed mortgage loans.

Core Attributes:

• Strong communication, relationship-building, and decision-making abilities.
• Commitment to delivering excellent customer service while ensuring compliance with regulations.
• Motivation to support business success and prioritise positive customer outcomes.

Why join Castle Trust Bank?

• 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)
• A supportive, inclusive culture where your work has real impact

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank – The Place To Work! 

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact [email protected]

Check out our careers page: https://www.castletrust.co.uk/careers/who-we-are