Collections & Recoveries Agent

We’re Atom…

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 focused on bringing world-class career opportunities and developing a strong tech culture in the North East. Our team currently has over 450 brilliant people and is still growing; could you be the next innovator to join us?

What’s it all about?

The Operations department delivers fantastic customer service. It’s made up of several teams, including Intermediaries, Originations, Customer Support, Operational Effectiveness, Payments, Fraud, Reconciliations and Customer Administration.

This hire will work across 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 technical knowledge of Business lending and/or Residential mortgage lending would be useful. This hire will work with colleagues across Atom including Customer Support, Payment Ops and Banking Services as well as other teams including Credit Risk and our collections partners.

Key activities include:

• 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 will your ‘typical’ day look like…. (Different that’s for sure):

• 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 ensure that the customer receives the best experience possible and identifying opportunities to automate and be more efficient
• Being the best you by always looking for areas of self-development and improvement

What do we need from you?

• Experience of working in an arrears/collection environment
• Organisation skills – and great ones at that
• 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’s in it for you?

• 4 day working week
• Flexible and hybrid working environment
• 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
• 22.5 days holiday + 8 statutory days (plus the opportunity to buy extra annual leave)
• 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

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

Atom is an equal opportunities employer. We value you as an individual and therefore disregard race, religion/belief, gender, sexual orientation, maternity/pregnancy, age, gender reassignment, marriage/civil partnership, and disability in any hiring decisions we make. Atom will always adhere to the Equality Act 2010.

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

As part of Atom bank’s commitment to the FCA’s Consumer Duty, Atom will, take all reasonable steps to avoid causing foreseeable harm to customers, take all reasonable steps to enable customers to pursue their financial objectives and act in good faith.