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Motor Finance Collections Officer


Motor Finance Collections Officer

  • Highlands Road, Shirley

Business Area: Consumer Loan Servicing

Brief description

We are very excited to announce we are currently recruiting to expand our innovative and energetic team. You will be a part of a dynamic team on a mission to revolutionise customer experiences. You must be a self-motivated individual and pride yourself on building excellent relationships with existing and potential customers.

Career progression continues to be a strength as our highly profitable business continues to grow and invest across all business areas whilst taking their ambitious business plans on to the next level.

Purpose of the role

You will be responsible for recovering any monies due on customer accounts within the current regulatory framework. Communicating with customers and authorised third parties relating to collections and recoveries activities on Motor Finance accounts. This will involve identifying and helping customers who may be experiencing financial difficulty.

Duties and responsibilities

  • Deal empathetically with customers whilst questioning and probing to understand their circumstances
  • Examine accounts in arrears, verify the elements, obtain instructions regarding their recovery and determine appropriate action
  • Communicate with customers in arrears to agree sustainable payment arrangements in line with affordability.
  • Monitor judgment cases to ensure payments are made as ordered
  • Agree and subsequently monitor forbearance arrangements with customers
  • Interpret customer’s instructions and action in accordance with departmental processes and procedures
  • Adhering to agreed company regulation and legislation eg FCA, DPA, CONC, MCOB etc
  • Understanding forbearance options available to customers and working with them to understand their long-term intentions of repaying their loan balance
  • Manage, organise and update information on relevant computer systems


  • Excellent communication skills
  • Ability to use own initiative and work within a team
  • Demonstrate problem solving and analysis skills with attention to detail and accuracy
  • Willing to learn new systems quickly using existing IT skills
  • Ability to adapt to change and remain calm under pressure

Qualifications and experience

Grade C or above, GCSE (or equivalent) in English and Mathematics. Previous collections experience also required. Previous motor finance experience would be desirable.

Working hours

During the working week the hours will be 8.30am to 5.00pm twice a week, 10.00am to 7.00pm twice a week and 8.30am to 1.45pm once a week.

Additional weekend hours are required for this role. They consist of 12 hours split across an eight week period. You may be required to work some bank holidays however this will be included in the annual holiday entitlement.


Relevant training will be provided.

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Paragon Banking Group PLC.  Registered in England number 2336032.  Registered office 51 Homer Road, Solihull, West Midlands  B91 3QJ.