Telephony Customer Adviser - Collections and Recoveries

Telephony Customer Adviser - Collections and Recoveries

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The Requirements

Join us in Birmingham as a Telephony Customer Adviser - Collections & Recoveries

  • If you're an enthusiastic and motivated people person with a passion for providing an amazing customer service, this is a great opportunity to join us in Collections & Recoveries
  • As part of our dynamic contact centre where there's never a dull moment, you'll have an integral part to play in supporting customers who are in financial difficulty
  • You'll be helping them when they need it most by offering professional guidance around a range of options and support to meet their needs
  • In return, you'll enjoy an extensive training programme, the opportunity to build a wealth of transferable skills, and on-going coaching and support to enhance your development and open up progression prospects

What you'll do

As a vital member of our Secured Collections and Recoveries Telephony team, you'll provide a broad spectrum of options and support to customers in financial difficulty, and bring to life our goal of returning them to financial health. You'll achieve this by offering professional and technical guidance that leads to positive outcomes.
Day-to-day, you'll be:

  • Answering incoming calls from customers and third parties
  • Offering proactive help as you make outbound calls to our customers to discuss their financial needs
  • Exercising empathy when listening to and gathering information from customers
  • Carrying out needs analysis to understand customers' true financial position and the root cause of the financial difficulty
  • Negotiating financial solutions that suit both the bank and the customer, matching processes and products to meet our customers' needs

The skills you'll need

We're looking for someone who has experience working in a collections and recoveries environment, and has a passion for delivering exceptional customer service with a positive attitude. As a highly self motivated person with excellent communication and negotiation skills, you'll be creative and flexible in the way you work with colleagues, and able to demonstrate genuine empathy with a customer's situation and needs.

Ultimately you'll be well skilled to maximise cash recovery through effective rehabilitation of customer accounts, and make sure cases are progressed appropriately.

How we'll reward you

In return, we offer a competitive salary plus 25% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.

Visit our reward and benefits page for more information on the benefit packages we offer.


At NatWest, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles, find out more here.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.

Interviewing for this role

All of our branch and call-centre based roles have a one-way video-based assessment stage.

We want to give you a helping hand, so we’ve put together a short video that’ll give you some handy tips and best practices - and also tell you what to expect during the process.