Collections Agent

Location Durham
Contract Type Permanent
Hours Full time

We’re Atom

The bank that’s leading the fintech charge.

We’re not like the rest. We’re true innovators, and we’re redefining what a bank should be. Ours is a bank for today and the future, a mobile-first bank. Forget the stuffy branches, with Atom you can bank whenever, wherever, faster and simpler.

Based in Durham, we’re committed to bringing world-class career opportunities and developing a strong tech culture in the North East. Our team currently has over 400 brilliant people and is still growing; could you be the next innovator to join us?

We’re looking for mindful, empathetic and self-aware people to join our teams in Durham and London and help us innovate and disrupt the market with our cutting-edge, digital banking solution.

What’s it all about?

Operations is the beating heart of Atom. It’s where we have the most contact with our fantastic customers and where we can ensure we’re truly offering the best possible customer service. The Operations team consists of; Originations, Underwriting, Customer Support, Operational Effectiveness, Payments, Fraud, Reconciliations, Customer Administration, Customer Care and Financial Care.

As a Collection Agents here at Atom you’ll play a key role in our Customer Operations team, covering all activities relating to collections & arrears for Atom’s Business Lending and Residential Mortgage customers, from early-stage arrears, through the collections lifecycle including litigation and repossession and ending with property sales.

The nature of the work will be complex and will require a level of technical knowledge of Business Lending and/or Residential Mortgage lending. You’ll collaborate with colleagues across Atom including Customer Support, Payment Ops and Banking Services as well as other teams including Credit Risk and our collections partners, ensuring that Atom takes appropriate actions as outlined in our collections and recoveries Policies and Procedures.

What will your typical day look like? Different that’s for sure…

As a Collections Agent at Atom, you will be responsible for;

  • Completing a variety of collections tasks, demonstrating case ownership to ensure that you provide a great customer experience
  • Dealing with customers in arrears or in financial difficulty in line with MCOB guidance and Atom policy
  • Working with our customers, whether that be directly or through a third party, consistently seeing their point of view and finding the best solution for everyone
  • Solving problems, trouble shooting and anything that contributes to continually improving our customer experience
  • Adherence to process and procedure and ensuring compliance with regulations including MCOB
  • Driving, supporting and embracing change, all with an ‘up and Atom’ approach
  • Being proactive, sharing knowledge, ideas and co-creating with others at Atom to provide exceptional customer service
  • Proactive Contact –maintaining contact and good relationships with our customers throughout the collection’s lifecycle
  • Information Gathering – gaining a great understanding of our customers circumstances through various questioning techniques and income assessments
  • Customer Education – including appropriate forbearance options, consequences of arrears, litigation stages and signposting to appropriate support such as free debt advice
  • Forbearance and Support – finding the right forbearance solution to meet individual circumstances from a range of forbearance options
  • Litigation and Recovery – consider, recommend and escalating cases where appropriate and always as a last resort

What do we need from you?

  • Experience of working in an arrears/collection environment
  • Organisation skills – and great ones at that
  • On the ball, quick, and able to adapt to our busy and changing environment
  • A team player
  • Ethical and have high standards – need we say anything else
  • Attention to detail and able to follow and adhere to process and procedures
  • Deadline driven – nobody likes a late response
  • Enthusiastic – can do, will do approach with the drive to learn and improve
  • A great communicator both in speaking or writing to our customers, and your colleagues

What would we ideally like from you?

  • Experience of either Residential mortgage or Business collections
  • Motivated to resolve tasks and issues and anything else we throw at you
  • Knowledgeable in collections, be able to share that expertise/knowledge with your teammates

What you’ll get from us?

  • 4 day working week
  • Annual Share Option – performance related
  • Incredibly generous company pension scheme (maximum of 13% of Atom input – candidate can put in more)
  • ‘All About Me’ fund: £200 per year to spend on personal development
  • 25 days holiday + 8 statutory days (rising by half a day with every year in the company)
  • Private Medical Insurance for you and full family
  • Health Cash Plan – expenses paid on Optical/Dental/other appointments/treatments
  • Life Insurance – 4 times annual salary
  • Critical illness cover – 1 x lump sum annual salary
  • Cycle to work Scheme
  • Continuous development – professional qualifications
  • Challenging and exciting working environment

PLEASE NOTE: You must have the legal right to work in the UK to apply for this role as Atom bank are unable to support Visa Applications/Sponsorship.

All roles within Atom must adhere to the Conduct Rules as set out by the Prudential Regulation Authority (PRA) and Financial Conduct Authority (FCA).