Collections Officer

2 weeks ago

Newcastle upon Tyne, United Kingdom Mammoth Finance Limited Full time

Mammoth Finance is a responsible lender, committed to providing affordable and transparent credit to customers who may otherwise be underserved. We are authorised and regulated by the Financial Conduct Authority and uphold the highest standards in responsible lending, customer treatment, and compliance.

Role Purpose

The Collections Officer will support the Credit Collections Manager in managing customer arrears and recoveries, ensuring fair treatment of customers while protecting the firm’s loan book performance. This role involves customer contact, negotiation of payment plans, affordability assessment, and where necessary progressing cases through legal or return-of-goods processes.

Key Responsibilities
- Customer Contact & Arrears Management
- Explain arrears status and repayment obligations clearly, treating customers fairly at all times.
- Ensure all contact and agreements are logged in the CRM system.
- Payment Plans & Affordability
- Negotiate and set up affordable and sustainable repayment arrangements.
- Conduct affordability checks in line with Mammoth’s Responsible Lending Policy.
- Monitor payment plans and follow up if agreements are not kept.
- Escalation & Enforcement
- Identify and escalate high-risk or vulnerable cases to the Credit Collections Manager.
- Support preparation of court documentation for collection, enforcement, or return of goods orders.

Skills & Experience Required
- Previous experience in credit collections, debt recovery, or financial services.
- Strong communication and negotiation skills (verbal and written).
- Ability to assess income/expenditure and make affordability decisions.
- Good IT skills with experience using CRM systems.

Personal Attributes
- Empathetic and customer-focused, with the ability to handle sensitive conversations.
- Resilient and able to work under pressure in a target-driven environment.
- High integrity and commitment to compliance and regulatory standards.
- Strong problem-solving and decision-making ability.

**Benefits**:

- Competitive salary
- Pension and holiday entitlement
- Training and development in consumer credit, collections, and regulatory frameworks
- Opportunity to grow within a scaling FinTech lender

Pay: £24,420.00-£28,000.00 per year

**Benefits**:

- On-site parking

Work Location: In person

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