Collections Specialist

Mortgage Collections Specialist

Cardiff Area, United Kingdom (Hybrid)

Map Room is partnering with a leading UK Bank to engage experienced Collections specialists for an ongoing project. This will be an outbound-focused role with an emphasis on proactive outreach to customers. This is an excellent opportunity to join a professional, high-performing team where customer outcomes, compliance, and fairness are at the core of everything you do.

As a Collections specialist, you will manage outbound customer engagement to support customers in financial difficulty, ensuring interactions are conducted with empathy, professionalism, and in line with regulatory standards.

Role Profile.

• Proactive outbound contact with customers in financial difficulty.
• Negotiating sustainable repayment solutions tailored to individual circumstances.
• Identifying vulnerability and taking steps to minimise any customer harm.
• Maintaining accurate records and ensuring all activity is compliant with regulatory and internal policies.
• Delivering fair, customer-centric outcomes while achieving agreed performance objectives.

Requirements:

• A minimum of 3 years' experience in collections in financial services.
• You must have experience in secured collections.
• You must be available to work in Cardiff 2 days a week.
• Strong communication and negotiation skills with a results-driven mindset.
• A professional, empathetic, and customer-focused approach.
• Confidence in handling sensitive conversations and identifying vulnerable customers.
• Ability to balance commercial outcomes with regulatory and ethical considerations.

Reward:

• Hybrid working in Cardiff
• Competitive Day Rate
• 6-month contract with potential to extend
• Opportunity to work within a reputable UK Banking environment

If you haven’t done contracting work before or are moving from a permanent role, we can support you every step of the way and make the process straightforward and stress-free.