Complex Arrears Executive

About this role

We’re Capital on Tap 👋
💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that.

Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!

📈Check out the development opportunities in the Collections team.

📍 Manchester | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months)

⏰ Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm.

What you’ll be doing 💼

As a Complex Arrears Executive, you'll work closely with our most complex cases, supporting customers to manage financial arrears with care and understanding. You'll draw on your judgement and experience to agree fair, appropriate repayment plans, while ensuring compliance with relevant regulation and guidance. As part of the role, you will:

• Look after a portfolio of complex arrears cases across both UK and US markets, building trusted relationships with the customers you support.

• Work collaboratively with colleagues across insolvency, legal, and vulnerable customer escalation teams to reach the best outcome for each case.

• Connect with customers through both outbound and inbound communication, listening carefully to understand their circumstances.

• Stay flexible and responsive as business and customer needs change.

• Support the team by sharing best practice and helping colleagues develop.

We’re looking for 🔎

• Significant collections experience within Financial Services, with a good understanding of FCA and industry best practice standards.

• Experience supporting customers through complex arrears, insolvency, legal, and senior escalations (business or consumer).

• A genuine passion for helping people, comfortable speaking with customers by phone to find fair, caring outcomes, with strong awareness of risk and the patience to navigate difficult conversations.

• Comfortable working across multiple communication channels, with the ability to gather and understand affordability information.

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