Job Description

Collections Executive – Servicing / Arrears / Secured Lending

Location: Cardiff/Hybrid
Salary: Up to £35,000
Type: Permanent

Vargo Group is working with a growing financial services business to recruit a Collections Executive with experience across servicing, arrears, collections, secured lending or regulated customer account management.

This is not a generic customer service role. The position sits within a regulated environment and requires someone who understands the importance of fair customer outcomes, accurate case handling, FCA conduct requirements, vulnerability, financial difficulty and secured product administration.

The successful candidate will support customers across the servicing lifecycle, handle queries professionally, identify risk, manage sensitive situations with empathy, and ensure records, communications and outcomes are handled to a high standard.

The Role

You will be responsible for:

• Managing customer contact across a regulated servicing environment
• Supporting customers with queries relating to secured lending products
• Handling cases involving arrears, financial difficulty, vulnerability or customer risk
• Ensuring customers are treated fairly and receive clear, accurate and appropriate communication
• Maintaining detailed and accurate customer records
• Working to individual, team and business KPIs
• Liaising with third parties where required
• Identifying issues, risks or process improvements that could improve customer experience
• Ensuring all activity is compliant with FCA conduct rules, data protection requirements and internal policies
• Supporting positive customer outcomes while protecting the business from operational, conduct and reputational risk

The Person

We are looking for someone with experience in one or more of the following areas:

• Servicing & Collections
• Arrears management
• Lending
• Financial services customer operations
• Regulated customer account management

You will need to be comfortable dealing with customers in potentially sensitive or difficult circumstances, including financial difficulty or vulnerability. Strong attention to detail, clear communication and good judgement are essential.

Essential Experience

• Experience within regulated financial services
• Background in servicing, collections, arrears or customer operations
• Good understanding of customer outcomes and conduct risk
• Ability to manage detailed customer records accurately
• Confident using CRM systems and Microsoft Office
• Professional, empathetic and commercially aware communication style

Desirable Experience

• Experience with lending products
• Understanding of FCA Conduct Rules
• Awareness of ICO/data protection requirements
• Fraud awareness
•  

Why Apply?

This is a strong opportunity for someone from a secured lending or collections background who wants to join a business where customer outcomes, compliance and operational quality genuinely matter.

The role would suit someone who enjoys taking ownership, working with detail, supporting customers properly and contributing to a high-performing servicing function.

Apply

For more information, please contact Tom Miller at Vargo Group on 07901913560 or email tom@vargogroup.co.uk

Please note: Our client is unable to offer VISA sponsorship for this position. All applicants must have full right-to-work in the UK in order to be considered.

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