OVERALL SUMMARY At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. Join the Close Brothers Collections and Arrears team where you will manage all accounts that require work in line with the current collections strategy and effectively manage accounts up to the point of asset recovery. Working as part of the Collections and Arrears team our ideal team member will have previous experience in identifying possible fraudulent accounts, taking the correct action to resolve issues quickly and informing management of potential losses and action taken with excellent experience in a customer focused environment. RESPONSIBILITIES Managing relationships with customers on an individual basis to ensure a successful customer and business outcome. Reviewing and actioning all cases in line with the company’s collection principles. Managing, reviewing, and actioning credit arrears cases. Making automated or manual outbound calls to customers to collect, discuss and manage overdue payments. Dealing with customer complaints and general queries Effectively handling all inbound and outbound customer contact Managing and updating account information accurately in the system, ensuring all GDPR requirements are met. Ensuring that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE: Previous experience in a collections or underwriting position Previous experience dealing with vulnerable customers. Previous experience in a collections/customer service environment. APA Qualified – Must hold a Professional Certificate in Consumer Credit The ability to demonstrate an empathetic approach. Demonstrable experience of working within a structured process. IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE/ARE: Knowledge of regulations relating to Compliance, Data Protection, Anti Money Laundering, Consumer Credit Directive and Consumer Credit Act in line with CBI guidelines and regulations. Professional Certificate in Consumer Credit (APA – IOB Loans and Regulation module) or working towards this qualification We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back. ABOUT US For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working. Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term. To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers To find out more about life at Close Brothers:https://www.closebrothers.com/life-close-brothers374017299-899295541 To find out more about our benefits:https://www.closebrothers.com/employee-benefits To find out more about our commitment to creating an inclusive environment:Our Responsibility - Diversity and inclusion ¦ Close Brothers Group LI-TG1 LI-Hybrid