Collections Officer - Midnight Team - Remote

Overview

The Collections Officer will work directly with customers to help them manage financial arrears by setting up fair repayment plans while ensuring compliance with relevant laws and policies.

In Short

• Remote role with initial onboarding at Cardiff office
• Part of the Midnight team servicing UK & US customers
• Work hours from 3:30pm to midnight, Monday to Friday
• Engage directly with customers to negotiate repayment plans
• Analyse financial situations to create tailored solutions
• Ensure adherence to GDPR, FCA, and FDCPA regulations
• Handle customer complaints and resolve conflicts effectively
• Prioritize multiple tasks while maintaining high-quality standards
• Work with internal and external teams to support customer outcomes

Requirements

• Strong communication skills, both verbal and written
• Financial acumen and experience with arrears management
• Proven ability to manage challenging customer interactions
• Experience using multiple communication platforms (email, SMS, etc.)
• Ability to handle difficult conversations and deliver fair customer outcomes
• Qualifications like CICM or similar and 3+ years in financial services preferred

Benefits

• Salary range £29,000 - £37,000 depending on experience
• Private Healthcare including dental and optician services
• Worldwide travel insurance
• Anniversary Rewards and paid sabbatical
• Salary Sacrifice Pension Scheme up to 7% match
• 28 days holiday plus bank holidays
• Annual Learning and Wellbeing Budget
• Enhanced Parental Leave
• Cycle to Work Scheme
• Dog Friendly Offices