Arrears and Collections Officer

Benefits | Letchworth Garden City, Hertfordshire

Job Title: Arrears and Collections Officer

Location: Based 2-3 days per week in the Hertfordshire Office. It is expected to be office based during the first 2 weeks

Salary: On Application

Hours: Monday to Friday 9 am to 5 pm


  • 15% Contributory Pension (10% Employer, 5% Employee)
  • 26 days holiday plus bank holidays, which increases with service
  • Discretionary Bonus Scheme
  • Private Health Insurance
  • Critical Illness Insurance
  • Death in Service Insurance
  • Income Protection
  • Digital GP 24/7
  • Dental Cover
  • Health Assessments
  • A day off for your birthday
  • Generous maternity and paternity benefits
  • Paid Carers leave
  • Charity Day
  • Employee Assistance Programme
  • Cycle2work Scheme
  • Benefits Hub; large selection of employee discounts, rewards and perks across a number of brands, restaurants, holidays and “away” days.

About our Client:

Our client is a specialist business bank on a mission to become the best in their category. Only launching less than 10 years ago, they have been recognised for their trusted products and innovation, winning 28 awards and counting.

With a focus on Equality, Diversity, and Inclusion, they’ve increased women in senior positions from 1 in 5 to 1 in 3. Following probation, our client offers varied training opportunities for you to grow and develop your skill set. Hard work does not go unnoticed as our client has a discretionary bonus scheme.

They throw events including a summer party, Christmas celebrations, and activities like sporting events and quiz nights for team bonding.

About the Role:

It is an exciting opportunity for an experienced Arrears and Collections Consultant to join the Loans and Collections Team. The successful candidate will identify and support customers who are showing early signs of financial hardship and arrears, aiming for the best possible outcome for the company and the customer.


  • Provide a best-in-class customer service to promote the Banks business and minimise customer complaints and expressions of dissatisfaction
  • Understand the needs of the Bank and its customers to retain business where possible by offering solutions
  • Undertake testing of the customers financial covenants by sourcing up to date customer information, highlighting any deficiencies and following the process to deal with a breach of those covenants
  • Understand the risks posed to the Bank by customers with repeat arrears and how early action can prevent losses to the Bank
  • Understand the Collections process and how losses are minimised in a recovery situation.
  • Assisting with any reporting requirements which may include regulatory, daily, monthly, and quarterly reporting
  • Ensure that there is effective maintenance of the Banks customer records on appropriate systems
  • Ensure that vulnerable lending customers are Identified and managed sympathetically and in line with process, ensuring that logs are accurately maintained
  • Ensure that any customer enquiries are responded within agreed timescales and that all responses are transparent and clear
  • Ensuring that there are no breaches of customer GDPR data by effective customer identification
  • Adhere to customer conduct and TCF values are adhered to at all time
  • Ensure that any customer enquiry is responded within agreed timescales and that all responses are transparent and clear
  • Help ensure that appropriate control frameworks are adhered to

Experience required:

  • Must have experience within collections or arrears
  • Experience in either secured or unsecured lending products. Experience in commercial mortgages is advantageous
  • Understanding and expertise in treating customers fairly and dealing with vulnerable lending customers
  • Strong interpersonal and communication skills
  • Ability to multitask, be organised and meet deadlines
  • Strong attention to detail
  • Able to demonstrate initiative
  • Driven

Trusting Stellar Select:

At Stellar Select, our commitment goes beyond recruitment; it’s about crafting experiences that elevate your career journey. We take pride in delivering excellent services to our candidates and always going the extra mile to ensure your success.

Our foundation is built on openness and transparency. We believe in clear communication with everyone we work with, fostering an environment of trust, honesty and fairness.

Embark on your career journey with confidence, knowing that our services are designed with your success in mind. Here’s what our complimentary service includes:

  • Expert Consultants: We are your allies, dedicated to understanding your goals and guiding you toward success.
  • Industry Expertise: Benefit from our in-depth knowledge of the industry, providing you with insights that set you apart in your career.
  • 1-2-1 Experience Discussion: Your experiences matter. Engage in personalised discussions about your journey and how it aligns with the job role.
  • Interview Preparation: Step into interviews with confidence. We provide thorough preparation to ensure you shine in every interaction.
  • Negotiation of Job Offers: We’ll manage the negotiations on your behalf, aiming for offers that align with your expectations.
  • Market Insights: Stay informed with the financial market insights that empower you to make informed career decisions.
  • Recruitment Process Updates: No more uncertainty. We keep you in the loop with regular updates on your recruitment process.

For more information regarding the role of Arrears and Collections Officer please contact us

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

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