Collections Officer

About the opportunity:

We’re looking for a proactive, people-focused Collections Officer to join our team and support customers who have fallen into arrears. This role blends office-based work with in-person field visits across the Isle of Man, engaging directly with customers to understand their circumstances, offer support and agree sustainable repayment solutions.

If you’re empathetic, calm under pressure and confident speaking to customers face-to-face, this could be the perfect role for you.

What You’ll Be Doing

• Managing and reducing customer arrears through proactive engagement and tailored support.
• Conducting field visits to customers with overdue accounts to understand their situation and discuss repayment options.
• Negotiating realistic and fair repayment arrangements in line with policy and regulatory standards.
• Identifying signs of vulnerability or financial hardship and escalating where appropriate.
• Keeping accurate records of all customer interactions, field visits and agreed outcomes.
• Supporting the wider Collections team with administrative tasks and shared case management.
• Managing your own daily travel schedule to maximise coverage across the island.
• Ensuring all work complies with regulatory requirements, including data protection and consumer credit legislation.

About You

You’ll thrive in this role if you’re someone who:

• Has experience in collections, arrears management or a customer-facing role (ideally within financial services).
• Communicates with empathy, professionalism and confidence — especially in difficult conversations.
• Can remain calm under pressure and handle challenging situations with understanding.
• Is highly organised, able to manage multiple priorities and work independently.
• Has strong negotiation skills and sound judgement.
• Is confident using IT systems and maintaining accurate records.
• Works well as part of a team and collaborates effectively with colleagues and external partners.

Essential: 5 GCSEs (or equivalent) at grade C or above, including Maths and English.

Why Join Us?

• Work for a respected Island institution with a genuine focus on customer outcomes and fair treatment.
• A supportive Collections team who value collaboration and shared success.
• The opportunity to make a meaningful impact by helping customers through financial difficulty.

On Offer:

• Competitive basic salary
• Death in service
• Strong company pension
• Private medical insurance
• Group income protection
• 25 days holiday plus bank holidays