Arrears & Collections Associate

Castle Trust Bank

Arrears & Collections Associate managing customer interactions related to maturing loans and arrears at Castle Trust Bank. Ensuring effective recovery processes and negotiating repayment solutions.

Posted 5/15/2026full-timeBasingstoke • 🇬🇧 United KingdomJuniorMid-Level💰 £28,000 - £32,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Collections ManagementArrears ManagementNegotiationProblem-SolvingCustomer ServiceRegulatory KnowledgeTelephony SkillsMicrosoft OfficePayment ArrangementsMortgage Loans

Soft Skills

EmpathyCommunicationConflict ResolutionPrioritizationCustomer Engagement