Collections Officer

About Capital on Tap

Capital on Tap was created to serve the unmet needs of small businesses overlooked by large banks, providing tailored financial products beyond traditional credit cards. With over 1,000 employees, 200,000 customers, £20 billion in annual card spending, and a high Trustpilot rating, the company offers innovative business credit cards, spend management platforms, savings products, and various tools to simplify small business operations.

Position Overview

The Collections Officer will work closely with customers to manage overdue accounts by designing fair repayment strategies while complying with legal requirements like GDPR, FCA, and FDCPA. The role demands empathetic yet professional communication focused on resolving issues patiently and persistently.

Responsibilities

• Directly engage with customers to arrange repayment plans.
• Analyze individual financial circumstances to propose tailored repayment solutions.
• Maintain compliance with relevant data protection and financial conduct regulations.
• Effectively address customer complaints and resolve conflicts.
• Manage multiple tasks simultaneously ensuring high quality.
• Collaborate with internal and external teams to achieve favorable customer outcomes.

Requirements

• Prior experience in collections within the financial services sector.
• Excellent verbal and written communication abilities.
• Proven capacity to handle challenging customer conversations.
• Familiarity with multiple communication channels such as email and SMS.
• Skills to conduct difficult discussions while ensuring fair results for customers.

Diversity and Inclusion

The company encourages applications from all individuals committed to inclusivity, fostering an environment where authenticity and best work are encouraged.

Benefits and Perks

• Salary range between £27,000 and £34,000 depending on experience.
• Private healthcare including dental and optician services via Vitality.
• Worldwide travel insurance through Vitality.
• Anniversary rewards up to £750 and a fully paid 4-week sabbatical.
• Salary sacrifice pension scheme with up to 7% matching.
• 28 days holiday plus bank holidays.
• Annual learning and wellbeing budget.
• Enhanced parental leave plans.
• Cycle to work scheme and season ticket loans.
• Six complimentary therapy sessions annually.
• Dog-friendly office with recreational amenities and free snacks/drinks.

Work Schedule and Location

The role operates 37.5 hours weekly, Monday to Friday, between 8am and 8pm. Initially, candidates will work fully onsite in Cardiff for the first three months, then transition to a hybrid schedule with three days in-office and two days remote.

Recruitment Process

The selection involves an introductory 30-minute values-focused video interview followed by a 60-minute in-person CV discussion with team leaders.