Job Description

The role holder will be responsible for maximising arrears collections on behalf of Help to Buy Wales in accordance with the Financial Conduct Authority's regulated consumer credit requirements. This role involves empathising with customers to understand their current situation, working through suitable resolution options, and establishing a collection strategy that meets the needs of both the customer and the business.
Key responsibilities include ensuring a high level of customer service, negotiating and administering payment promises, engaging with customers through the arrears process, and managing individual caseloads. The role also involves delivering debt recovery processing, identifying potentially vulnerable customers, assessing customer income and expenditure, and handling customer dissatisfaction and complaints.
Candidates should have a minimum of 12 months of experience in collections, arrears, or recoveries within a regulated environment, proven experience in delivering excellent customer service, particularly to vulnerable customers, and effective complaint handling experience
Our mission is to unlock economic potential in Wales and enhance the local economy by providing sustainable, effective finance.
When our businesses thrive, they create a higher number of better quality jobs. The taxes they pay strengthen our public finances. The people they employ strengthen our communities. When Welsh businesses are strong, Wales is strong.