Collections Agent

Collections Agent“Delivering fair outcomes through trust, transparency and teamwork”At Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers. Our retail finance division, Omni Capital, partners with retailers nationwide to provide customers with innovative credit solutions that allow them to spread the cost of their purchases using state‑of‑the‑art technology. As our business continues to grow, we’re looking for talented people to join our team and help drive our success forward.This role is based in the Basingstoke office 5 days a weekThe role and what you’ll lead and deliver:We’re currently recruiting a Collections Agent to join our Omni Capital Retail Finance team. In this role, you’ll support customers who may be experiencing financial difficulty by providing tailored, empathetic support and appropriate forbearance solutions. You’ll play a key role in managing the end‑to‑end customer journey while ensuring fair and compliant outcomes at all times.You will:Manage telephony queues, handling inbound calls and making outbound calls via an automated diallerUse effective questioning techniques to understand individual customer circumstances and work toward appropriate debt resolution in line with regulatory requirementsAct as the first point of escalation for collections‑related customer queriesSupport collections strategies across letters, SMS, email and phone, always putting the customer firstRespond to customer emails across multiple inboxesCommunicate with customers via live chat to resolve enquiries efficientlyDemonstrate empathy and identify tailored solutions to meet customers’ needsApply forbearance options to support vulnerable customers through the repayment processFollow established processes and procedures to ensure consistency and high standardIdentify potential complaints and manage appropriately, escalating where necessary Support Customer Service phone lines during peak periodsWhat you’ll bring: We are looking for a natural problem solver with the ability to implement the most appropriate solutions for our customers, listen effectively and be empathetic with each situation you are faced with. Your organisation and communication skills will need to be exceptional, as you will be juggling many priorities and using multiple systems at the same time as communicating with customers.In addition you will have:EssentialExperience working in a customer service environment driven to deliver professional, positive customer outcomesWillingness to work on the phone with an excellent telephone manner Strong written and verbal communication skillsProven ability to negotiate with customers to achieve positive and fair outcomesComfortable using multiple computer systems to resolve customer enquiriesFlexible with changing prioritiesExperience working with defined processes and proceduresDesirablePrevious experience working in collections within financial services Experience in a contact centre environment, handling inbound and outbound calls and customer emailsWhy join Castle Trust Bank?Competitive salaryPerformance bonus (based on individual and company performance)Generous contributory pension through Hargreaves LansdownLife Assurance25 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 discountsSeason ticket travel loans (if applicable)A supportive, inclusive culture where your work has real impactCaught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank - The Place To Work! Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.We use AI to help support early application screening, improving consistency and efficiency. All hiring decisions involve human judgment and review, not technology.We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact talent@castletrust.co.ukhttps://www.castletrust.co.uk/careers/who-we-are

Collections Agent

“Delivering fair outcomes through trust, transparency and teamwork”

At Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

Our retail finance division, Omni Capital, partners with retailers nationwide to provide customers with innovative credit solutions that allow them to spread the cost of their purchases using state‑of‑the‑art technology. As our business continues to grow, we’re looking for talented people to join our team and help drive our success forward.

This role is based in the Basingstoke office 5 days a week

The role and what you’ll lead and deliver:

We’re currently recruiting a Collections Agent to join our Omni Capital Retail Finance team. In this role, you’ll support customers who may be experiencing financial difficulty by providing tailored, empathetic support and appropriate forbearance solutions. You’ll play a key role in managing the end‑to‑end customer journey while ensuring fair and compliant outcomes at all times.

You will:

• Manage telephony queues, handling inbound calls and making outbound calls via an automated dialler
• Use effective questioning techniques to understand individual customer circumstances and work toward appropriate debt resolution in line with regulatory requirements
• Act as the first point of escalation for collections‑related customer queries
• Support collections strategies across letters, SMS, email and phone, always putting the customer first
• Respond to customer emails across multiple inboxes
• Communicate with customers via live chat to resolve enquiries efficiently
• Demonstrate empathy and identify tailored solutions to meet customers’ needs
• Apply forbearance options to support vulnerable customers through the repayment process
• Follow established processes and procedures to ensure consistency and high standard
• Identify potential complaints and manage appropriately, escalating where necessary
• Support Customer Service phone lines during peak periods

What you’ll bring:

We are looking for a natural problem solver with the ability to implement the most appropriate solutions for our customers, listen effectively and be empathetic with each situation you are faced with. Your organisation and communication skills will need to be exceptional, as you will be juggling many priorities and using multiple systems at the same time as communicating with customers.

In addition you will have:

Essential

• Experience working in a customer service environment driven to deliver professional, positive customer outcomes
• Willingness to work on the phone with an excellent telephone manner
• Strong written and verbal communication skills
• Proven ability to negotiate with customers to achieve positive and fair outcomes
• Comfortable using multiple computer systems to resolve customer enquiries
• Flexible with changing priorities
• Experience working with defined processes and procedures

Desirable

• Previous experience working in collections within financial services
• Experience in a contact centre environment, handling inbound and outbound calls and customer emails

Why join Castle Trust Bank?

• Competitive salary
• 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)
• A supportive, inclusive culture where your work has real impact

Caught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank - The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We use AI to help support early application screening, improving consistency and efficiency. All hiring decisions involve human judgment and review, not technology.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact talent@castletrust.co.uk

https://www.castletrust.co.uk/careers/who-we-are

Castle Trust Bank was launched as 'Castle Trust' in October 2012 initially offering investment products and specialist mortgage finance. As we grew, we expanded our operations with the acquisition of Omni Capital Retail Finance in 2017, adding point of sale finance to our range of services. We completed our conversion to become a fully authorised bank in June 2020, and continue to go from strength to strength. With just over 200 staff working from our offices in Basingstoke and the City of London, we serve over 200,000 customers across our savings, specialist finance and retail finance arms.Find out more about our products hereOur values We put customers first We are forward thinking We take professional pride We achieve together We are open and transparent Where you’ll be working We have a large operations centre based in Basingstoke, where our Property, Savings and Omni operations teams are based. In addition, it is the home to the majority of our Shared Services teams including Technology, Marketing, HR, Finance, Compliance and Internal Audit. Our registered head office is in the City of London is home to our Risk, Treasury and Legal teams, as well as some of our Executive team. We are a short walk from Bank and Liverpool Street tube stations. What we have to offer: We have ambitious plans and we're always looking for remarkable people to join our talented teams. As well as a competitive base salary, we can offer you: Annual bonus scheme Vitality at Work Employee Assistance Programme Pension scheme Life assurance Season ticket loans Corporate local gym memberships Recognition schemes & long service awards Eye test vouchers Cycle to Work scheme Electric Car Scheme (salary sacrifice) Annual flu jabs Perkbox benefits package ESG Committee Regular social activities and events through our ESG Committee You can keep up to date with company news, vacancies and what it's like to work here by following our LinkedIn page.

Castle Trust Bank was launched as 'Castle Trust' in October 2012 initially offering investment products and specialist mortgage finance. As we grew, we expanded our operations with the acquisition of Omni Capital Retail Finance in 2017, adding point of sale finance to our range of services. We completed our conversion to become a fully authorised bank in June 2020, and continue to go from strength to strength.

With just over 200 staff working from our offices in Basingstoke and the City of London, we serve over 200,000 customers across our savings, specialist finance and retail finance arms.

Find out more about our products here

Our values

• We put customers first
• We are forward thinking
• We take professional pride
• We achieve together
• We are open and transparent

Where you’ll be working

We have a large operations centre based in Basingstoke, where our Property, Savings and Omni operations teams are based. In addition, it is the home to the majority of our Shared Services teams including Technology, Marketing, HR, Finance, Compliance and Internal Audit. Our registered head office is in the City of London is home to our Risk, Treasury and Legal teams, as well as some of our Executive team. We are a short walk from Bank and Liverpool Street tube stations.

What we have to offer:

We have ambitious plans and we're always looking for remarkable people to join our talented teams. As well as a competitive base salary, we can offer you:

• Annual bonus scheme
• Vitality at Work
• Employee Assistance Programme
• Pension scheme
• Life assurance
• Season ticket loans
• Corporate local gym memberships
• Recognition schemes & long service awards
• Eye test vouchers
• Cycle to Work scheme
• Electric Car Scheme (salary sacrifice)
• Annual flu jabs
• Perkbox benefits package
• ESG Committee
• Regular social activities and events through our ESG Committee

You can keep up to date with company news, vacancies and what it's like to work here by following our LinkedIn page.