Collections & Financial Support Specialist

Job Title: Collections & Financial Support Specialist

Location: London Hybrid 3 days in the office

Salary: Up to 37,000

Hours: Monday to Friday 9 am to 5 pm

Benefits:

• 25 days holiday + public holidays
• Additional day off for your birthday
• Charity/voluntary days off
• Option to buy or sell 5 days holiday
• Discounted Gym membership
• Pension scheme
• Learning and Development budget
• Employee assistance programme with holistic wellbeing support
• Lunch and learn sessions
• Free hot drinks and snacks

About the position of the Collections & Financial Support Specialist:

You'll support customers facing financial difficulties, bereavement, health conditions and other challenging life events, providing compassionate, tailored support, agreeing sustainable repayment solutions and signposting to relevant external services. You'll play a key role in ensuring customers are treated fairly, receive the right support for their individual circumstances and achieve positive outcomes. If you're empathetic, resilient and passionate about putting customers first, this is an excellent opportunity to develop your career in a rewarding specialist role.

Responsibilities required for the role of Collections & Financial Support Specialist:

• Support vulnerable customers with account-related queries, financial difficulties and sensitive personal circumstances.
• Conduct vulnerability assessments to understand individual needs and provide appropriate, tailored support.
• Agree sustainable repayment plans and suitable forbearance solutions in line with company policies and regulatory requirements.
• Handle sensitive conversations involving mental health, bereavement, financial hardship and other challenging life events with empathy and professionalism.
• Identify and escalate cases involving acute distress, safeguarding concerns or complaints, ensuring the correct support is provided.
• Signpost customers to relevant external organisations, including debt charities and specialist support services.
• Maintain accurate case notes and ensure all interactions meet FCA and Consumer Duty requirements.
• Work closely with Customer Service, Collections and wider Operations teams to ensure a seamless customer experience.
• Identify recurring customer issues and vulnerability trends, escalating these where appropriate.
• Maintain high standards of quality, compliance and customer care across all interactions.

Experience required for the role of Collections & Financial Support Specialist:

• Experience in a customer-facing financial services role supporting vulnerable customers, ideally within Collections, Debt Management or Specialist Customer Care.
• Proven ability to handle complex or sensitive customer situations with empathy, delivering positive outcomes.
• Experience signposting or referring customers to external support organisations, such as debt charities, mental health services or bereavement support providers.

Desirable experience for the Collections & Financial Support Specialist:

• Mental Health First Aid MHFA certification

For more information regarding the role of Collections & Financial Support Specialist, please get in touch with us.

Stellar Select is acting as an employment agency and is a corporate member of the REC.

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.