Collections Executive
We’re DF Capital – a specialist bank providing award-winning commercial finance, retail finance, and savings products to consumers and small businesses.
Based in Manchester, we serve thousands of customers across the UK and into Europe, supporting their ambitions with tailored financial solutions.
We help our customers realise their ambitions by doing things differently – combining the agility and innovation of a specialist lender with the security and service standards of a regulated bank. Whether it’s flexible lending structures or straightforward savings options, we focus on what matters most to our customers.
In 2025, we launched DF Capital Retail Finance – a subsidiary of DF Capital Bank Limited – to offer specialist hire purchase solutions to retail customers.
Our goal is simple: to do the absolute best for our customers, our communities, and each other.
YOUR NEW ROLE:
Our customers are at the heart of everything we do at DF Capital. Working within the Asset Monitoring & Recoveries team you will play a front line role in managing customer relationships that have become distressed with care, consideration and empathy. You will be responsible for helping to mitigate and manage in-life repayment issues, being in daily contact with clients and customers via telephone and email, supporting them through a period of financial difficulty. Ensuring a resolution that supports a best possible outcome for both the customer and the bank.
Requirements
- Manage customer communication verbally and in writing from customers, third parties as part of the arrears management journey.
- Ensure regulatory transactional documentation is issued accurately and correctly with regulatory requirements (including regulatory arrears correspondence such as NOSIA, SNOSIA, Notice of Default and Termination).
- Handling customer complaints, including identification, logging and investigation aiming to resolve them at the first point of contact.
- Proactively manage accounts in arrears by completing outbound contact to establish the root cause of the customers payment difficulties and identify options to assist the customer.
- Negotiate with customers and authorised third parties in financially difficulty regarding how to repay their arrears whilst considering their circumstances.
- Experience and application of completing income and expenditure assessments and deciding suitable forbearance options for the customer.
- Knowledge of the litigation process regarding Hire Purchase agreements which are regulated by the Consumer Credit Act.
- Ensure all customer contact both written and verbal is compliant with FCA regulations and principles of TCF are met consistently with all customers
Experience
- Previous experience working in financial services ideally Consumer Asset Finance / Hire Purchase.
- Experience of working accounts in asset finance, including repossessions, applying arrears forbearance options and identification of customer that are vulnerable.
- Knowledge of FCA rules (including CONC and Consumer Duty), delivering fair outcomes to customers.
- Experience of working within arrears management Knowledge and practical application of dealing with vulnerable customers
Benefits
- Private medical insurance for you and your partner
- 10% Employer pension contribution
- 30-day annual leave entitlement plus Bank/Public Holidays
- Free Gym Membership
- Discretionary annual bonus
- Discretionary share awards
- Life Assurance
- Income Protection
- Save As You Earn company share acquisition scheme
- Tax efficient salary sacrifice scheme to obtain bicycles and electric vehicles
- 4 days of paid Volunteering leave to support our local communities
- Vibrant office location in the lively city centre of Manchester