Complex Arrears Executive

Applied Intuition Inc.; Manchester; Hybrid; GBP 37,000 - 40,000; Full time

Job summary

A fast-growing fintech firm based in Manchester is seeking a Collections team member to handle complex case management. The role involves supporting customers in financial difficulty, engaging in multi-channel communications, and managing a portfolio of complex arrears cases. Ideal candidates will have 5+ years in collections within Financial Services and knowledge of FCA standards. This position offers a hybrid working model, competitive salary, and various employee benefits including private healthcare and a cycle-to-work scheme.

Benefits

Salary £37,000 – £40,000 PA DOE

Private healthcare

Worldwide travel insurance

Anniversary rewards

Salary sacrifice pension scheme

28 days holiday

Annual learning budget

Enhanced parental leave

Cycle-to-work scheme

Season ticket loan

Free therapy sessions

Dog-friendly offices

Free drinks and snacks

Qualifications

• 5+ years of experience in collections within Financial Services.
• Experience with complex cases including insolvency and senior escalations.
• Ability to communicate effectively with diverse stakeholders.

Responsibilities

• Support collections and vulnerable customers with complex cases.
• Conduct in-depth case reviews and manage a portfolio of arrears cases.
• Engage with customers to find fair outcomes.

Skills

5+ years of consecutive collections experience

Practical knowledge of FCA standards

Experience with complex arrears and legal escalations

Skilled at handling challenging conversations

Results-driven

Comfortable in a multi-channel environment

Job description

We’re Capital on Tap 👋

Capital spesielt 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 aims 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 works from our Manchester offices 3 days per week. You’ll work 37.5 hrs per week, 9 am–5:30 pm 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 brand‑new role requires you to act as a complex case team member supporting both the Collections and our Specialist Support Team (Vulnerable Customers). Your duties will include:

• In‑depth case reviews and actions drawing upon your experience
• Outbound and inbound customer engagement
• Handling complex cases that require in‑depth management or decision‑making
• Being a 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

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, spending time on the phone 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 – £40 000 PA 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

_Create an 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

Excited to work here? Apply!

If you’d like to progress your career within our fast‑growing, profitable fintech, 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).

Equality & Diversity

At Capital on Tap we are fully focused on equalityқа and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people can come and do their best work and, most importantly, feel included and be their authentic selves.