Collections / Arrears Management

At Deloitte, we’re looking for Collections Agents to join an existing Financial Health and Support Team who work in partnership with a well-known Retail Banking Client, operating within a high-volume inbound call centre environment. Start Date: Summer Intakes – Actual Start Dates TBC – We will be in touch towards the end of May if your application is successful at CV review stage End Date: Current end date 31 st July 2026, however likely to extend to 31st December 2027 Location: Fully remote Rate: Traditional Day Rate Equivalent: £162 Agreed Contract Rate (ACR) £124.45 (Post deduction of all employer costs) Illustrative Equivalent Annual Salary £32,357.56 Illustrative Equivalent Monthly Salary £2,696.46 Illustrative Equivalent Monthly Holiday Pay £325.43 (paid up front monthly) Total Monthly Pay £3,021.89 PAYE Illustrative NET Pay £2,495.14 Working Hours: Full Time. Monday to Friday, between 8am to 8pm, Saturday, 9am to 5pm Typical shift pattern includes 1 Saturday in 3 and 2 late shifts per week. Role Overview: The Collections Agents will handle a large number of calls, speaking with customers who are facing financial difficulty, completing income and expenditure forms and creating appropriate arrears solutions. There is a key focus on vulnerable customers, using the TEXAS framework to identify effectively and support them with their financial health. These roles would suit candidates with a customer-centric mindset who can work to a high level of accuracy in a results-orientated and quality-controlled environment. The ideal candidate will have prior financial health and collections experience gained in financial services or utilities. There are opportunities for progression and development, with the ability to shape your career in a growing team. Responsibilities:

• Handle a high volume of calls and speaking with customers to understand their circumstances, go through income and expenditure forms, and create appropriate arrears solutions.
• Work towards high productivity and quality standards set by the project.
• Offer specialised support for vulnerable customers.
• Escalate any issues to the Team Leader.

MUST have Requirements:

• Minimum of 3 months collections experience working in either Financial Services industries, or 6 months consecutive experience in Utilities.
• High volume inbound call centre experience.
• Evidence of working with vulnerable customers. Knowledge of the TEXAS or other vulnerability models is desired.

Skills Required:

• Previous Financial Services collections experience.
• Experience of speaking with vulnerable customers and signposting.
• Excellent telephone manner and strong communication skills.
• Experience of following processes and working in a regulated environment.
• A genuine passion for great customer service and helping others.
• A strong work ethic and resilience, with the ability to work well in a fast-paced environment.
• Good MS Office skills.