Collections & Recoveries Advisor
Salary - £30,000 - £35,000 dept on experience
Location - Milton Keynes (Hybrid working 3 days on site)
UK Finance Provider | FCA Regulated Business
We are delighted to be partnering with an FCA-regulated finance provider, delivering fair, supportive and compliant customer outcomes at the heart of what they do. Meeting Consumer Duty standards and ensuring customers who display characteristics of vulnerability receive appropriate support is a key priority.
We're looking for a Collections & Recoveries Advisor to join our Collections & Recoveries (C&R) team as a subject matter expert. Specialising in complex, high-risk cases - primarily Vulnerable and Deceased customer accounts.
About the Role
You'll take full end-to-end ownership of complex customer agreements, delivering tailored and proportionate solutions that balance customer needs with commercial considerations. Acting as an escalation point within Collections, you'll use strong judgement, empathy and negotiation skills to resolve sensitive cases and drive consistently good outcomes.
You'll also:
- Manage a high-risk caseload involving Vulnerable and Deceased customers
- Assess individual circumstances and, where appropriate, deviate from standard process to prevent customer harm
- Act as an escalation point for complex cases and first-line complaints
- Liaise with internal stakeholders, probate partners, solicitors, repossession agents and debt collection agencies
- Provide feedback to improve processes and strengthen customer outcomes
- Ensure compliance with FCA regulation, Consumer Duty and Vulnerable Customer guidance
What We're Looking For
- Proven experience within Collections (regulated environment preferred)
- Strong understanding of FCA requirements and vulnerable customer guidance
- Excellent communication, empathy and negotiation skills
- Ability to make balanced, commercially sound decisions within limits of authority
- High emotional intelligence, resilience and ability to manage sensitive conversations
- Motor finance experience would be advantageous.
If you're passionate about delivering fair customer outcomes, confident handling complex cases, and ready to influence positive change in a regulated environment, we'd love to hear from you.
