{"id":1106490,"url":"https://alion.io/job/castle-trust-bank-collections-agent","title":"Collections Agent","company":{"id":672785,"name":"Castle Trust Bank","domain":"castletrust.co.uk","url":"https://alion.io/company/castletrust","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workable","truth_index":null},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Basingstoke, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":96000,"period":"year","method":"role_country_seniority_unknown","sample_n":206},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-21T00:00:00Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-23T13:22:15Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Collections Agent\n“Delivering fair outcomes through trust, transparency and teamwork”\nAt Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.\nOur retail finance division, Omni Capital, partners with retailers nationwide to provide customers with innovative credit solutions that allow them to spread the cost of their purchases using state-of-the-art technology. As our business continues to grow, we’re looking for talented people to join our team and help drive our success forward.\nThis role is based in the Basingstoke office 5 days a week\nThe role and what you’ll lead and deliver:\nWe’re currently recruiting a Collections Agent to join our Omni Capital Retail Finance team. In this role, you’ll support customers who may be experiencing financial difficulty by providing tailored, empathetic support and appropriate forbearance solutions. You’ll play a key role in managing the end-to-end customer journey while ensuring fair and compliant outcomes at all times.\nYou will:\nManage telephony queues, handling inbound calls and making outbound calls via an automated dialler\nUse effective questioning techniques to understand individual customer circumstances and work toward appropriate debt resolution in line with regulatory requirements\nAct as the first point of escalation for collections-related customer queries\nSupport collections strategies across letters, SMS, email and phone, always putting the customer first\nRespond to customer emails across multiple inboxes\nCommunicate with customers via live chat to resolve enquiries efficiently\nDemonstrate empathy and identify tailored solutions to meet customers’ needs\nApply forbearance options to support vulnerable customers through the repayment process\nFollow established processes and procedures to ensure consistency and high standard\nIdentify potential complaints and manage appropriately, escalating where necessary \nSupport Customer Service phone lines during peak periods\nWhat you’ll bring:\nWe are looking for a natural problem solver with the ability to implement the most appropriate solutions for our customers, listen effectively and be empathetic with each situation you are faced with. Your organisation and communication skills will need to be exceptional, as you will be juggling many priorities and using multiple systems at the same time as communicating with customers.\nIn addition you will have:\nEssential\nExperience working in a customer service environment driven to deliver professional, positive customer outcomes\nWillingness to work on the phone with an excellent telephone manner \nStrong written and verbal communication skills\nProven ability to negotiate with customers to achieve positive and fair outcomes\nComfortable using multiple computer systems to resolve customer enquiries\nFlexible with changing priorities\nExperience working with defined processes and procedures\nDesirable\nPrevious experience working in collections within financial services \nExperience in a contact centre environment, handling inbound and outbound calls and customer emails\nWhy join Castle Trust Bank?\nCompetitive salary\nPerformance bonus (based on individual and company performance)\nGenerous contributory pension through Hargreaves Lansdown\nLife Assurance\n25 days’ holiday + option to buy/sell 5 days \nAdditional paid volunteering day \nPrivate healthcare through Equipsme (includes cash back for Dental and Optical treatment)\nFree access to BHSF Rise EAP to support colleague health and wellbeing \nGym discounts\nSeason ticket travel loans (if applicable)\nA supportive, inclusive culture where your work has real impact\nCaught your attention? If so, we’d love to talk to you and tell you more about what it’s like to work at Castle Trust Bank - The Place To Work!\nCastle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.\nWe use AI to help support early application screening, improving consistency and efficiency. All hiring decisions involve human judgment and review, not technology.\nWe are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact \nhttps://www.castletrust.co.uk/careers/who-we-are","description_format":"text","description_chars":4772,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Real Estate Investment","Banking"],"lifecycle":[{"event":"open","at":"2026-09-22T06:04:34Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":43,"reasons":["conf:0","win:early"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/castle-trust-bank-collections-agent","json_url":"https://alion.io/job/castle-trust-bank-collections-agent.json","meta":{"generated_at":"2026-09-23T16:40:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}