Complex Arrears Executive

We’re Capital on Tap

Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us?

We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

This is a Hybrid role, the Collections team work from our Cardiff Offices 3 days per week. You'll work 37.5hrs a week, 9am-5:30pm Monday to Friday.

Collections at Capital on Tap

Collections support customers in financial difficulty and those who are vulnerable. We are a multi-channel team working in partnership with customers to find a fair outcome.

What You’ll Be Doing

This is a new role, you will act as a complex case team member supporting both Collections and our Specialist Support Team (Vulnerable Customers). You will be engaging with customers and third parties over the phone and via digital channels to find a solution to their arrears. Your role will consist of:

In-depth case reviews and actions drawing upon your experience

Outbound and inbound customer engagement

Complex cases requiring in-depth management or decision-making

Flexible resource to support changing business and customer needs

Acting as a role model for the wider team, showcasing high-performance standards

Managing a portfolio of complex arrears cases

Case ownership with autonomy

Working on both UK and US cases

Drawing on experience with insolvency, legal, and senior Vulnerable Customer escalations

We’re Looking For

Required skills:

5+ years of consecutive collections experience within the Financial Services Sector

Practical knowledge of FCA and industry best practice standards

Experience with complex arrears, insolvency, legal and senior customer escalations (business or consumer)

Loves collections, being on the phones talking with customers to find a fair outcome

High level of risk awareness

Skilled at handling challenging and complex conversations

Comfortable in a multi channel communication environment

Results driven, able to self motivate and deliver

Able to communicate to a diverse range of stakeholders

Able to support projects as needed (user acceptance testing, representing Collections etc.)

Able to gather and assess affordability information

Nice to have skills:

Industry qualifications such as CertBB, CeMAP, CICM etc.

Experience with vulnerable customer support-familiarity with signposting options

Worked with international customers (we service the UK and US)

Diversity & Inclusion

We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks

We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

Salary £37,000 - £40,000PA DOE

Private Healthcare including dental and opticians services through Vitality

️ Worldwide travel insurance through Vitality

Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)

Salary Sacrifice Pension Scheme up to 7% match

️ 28 days holiday (plus bank holidays)

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions per year

Dog Friendly Offices

Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Interview Process

First stage: 30 minute intro and values call with Talent Partner (Video call)

Final stage: 1 hour final interview-face to face assess experience

Other Info

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Email if you have any questions.

Excited to work here? Apply!

If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)