DF Capital
Consumer Collections & Recoveries Manager
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About Us
We’re DF Capital – a specialist bank providing award-winning commercial finance, retail finance, and savings products to consumers and small businesses.
Based in Manchester, we serve thousands of customers across the UK and into Europe, supporting their ambitions with tailored financial solutions.
We help our customers realise their ambitions by doing things differently – combining the agility and innovation of a specialist lender with the security and service standards of a regulated bank. Whether it’s flexible lending structures or straightforward savings options, we focus on what matters most to our customers.
In 2025, we launched DF Capital Retail Finance – a subsidiary of DF Capital Bank Limited – to offer specialist hire purchase solutions to retail customers.
Our goal is simple: to do the absolute best for our customers, our communities, and each other.
About the Role
We are looking for a talented Collections Specialist to work on our Asset Finance proposition. You will join our Credit & Portfolio team with responsibility for supporting our customers should they fall into difficulties during their loan repayment period.
You will spend time with our customers to understand their circumstances and situation, enabling you to provide them with the help they need to get back on track and supporting them through to disposal of the asset (should that ultimately prove to be the best outcome.)
You will be customer focused, detail-driven, diligent, meticulous, and considered in your approach, making the right decisions to drive the best possible outcomes for the Bank and our customers.
RESPONSIBILITIES AND DUTIES
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DF Capital are passionate about providing employees with the right training and support to help them excel in their roles and future careers. We are confident that an applicant with the right attitude and drive will succeed in this role.
Other duties may be assigned outside of the following duties and responsibilities:
- Lead on all contact with our customers in financial difficulties (you will be speaking directly to our customers every day), handling inbound and outbound calls, as well as written communications including complaints
- Lead team of collection advisors
- Deliver a positive and professional approach to collections, ensuring our customers are treated with respect and empathy at all times
- Negotiate, monitor and implement repayment solutions that deliver the right outcomes for our customers and the Bank
- Ensure the available arrangement/forbearance toolkit is fit for purpose and employed as intended
- Manage our customers through the collections and recoveries process, all the way through to repossession
- Instruct and liaise with third parties such as reconnection or repossession services
- Continuously improve on processes, approaches and communications
- Make recommendations on changes to strategy and policies to deliver the best outcomes for the Bank and our customer
- Remain compliant with all applicable legislation and regulation at all times
- Collaborate with internal teams such as Credit and Legal to ensure a coordinated approach to collections and recoveries
- Maintain accurate and timely records of all customer interactions and recovery actions across the portfolio
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REQUIREMENTS
- Extensive experience of supporting customers through the collection process in a regulated environment
- Strong communication skills and a real ability to develop positive relationships over a phone call
- Knowledge of best practice approaches to collections, including latest developments on fact finding and vulnerability management techniques
- A proven ability to improve the way a collections team is managed, with a strong personal view on what good looks like
- A commitment to delivering the best customer outcomes
- A desire to lead and build a collections approach from scratch
- Some knowledge of the asset finance sector, including repossession of goods
- Highly adaptive, able to think their way through varied situations, whilst able to keep their eye on delivering the best outcomes
- Able to adhere to company policy, and challenge existing thought processes in the right way
- Experience with Salesforce would be beneficial
- Experience of commercial collections and recoveries would be beneficial
BENEFITS
- Private medical insurance for you and your partner
- 10% Employer pension contribution
- 30-day annual leave entitlement plus Bank/Public Holidays
- Free Gym Membership
- Discretionary annual bonus
- Discretionary share awards
- Life Assurance
- Income Protection
- Save As You Earn company share acquisition scheme
- Tax efficient salary sacrifice scheme to obtain bicycles and electric vehicles
- 4 days of paid Volunteering leave to support our local communities
- World Class offices located in the lively city centre of Manchester
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