Collection & Recoveries Agent

• Own the customer journey from start to finish, supporting business lending and residential mortgage customers through every step of the arrears lifecycle. • Work cases from early-stage support all the way through to litigation and property sales. • Build real relationships under a dedicated case ownership model rather than just managing accounts. • Understand each customer’s unique circumstances and guide them toward the right outcomes when it matters most. • Join Operations, the part of Atom with the most customer contact, spanning Financial Care, Originations, Customer Support, Operational Effectiveness, Payments, Fraud, Reconciliations, and Customer Administration. • Work flexible hybrid from Newcastle on a four-day week.

• Bring experience working within an arrears or collections environment. • Communicate well verbally and in writing, showing empathy and seeing things from the customer’s point of view. • Bring strong organisational skills, keen attention to detail, and a commitment to following processes, procedures, and deadlines. • Bring a can do, will do attitude, high ethical standards, and the ability to adapt quickly to a changing environment. • Drive tasks to resolution, share collections expertise with teammates, and keep developing yourself. • Adhere to the Conduct Rules set out by the Prudential Regulation Authority and the Financial Conduct Authority.

• Bring experience in residential mortgage or business lending collections, which is highly desirable. • Bring familiarity with MCOB guidance and arrears regulatory requirements. • Bring experience handling litigation, repossessions, and property sales cases. • Bring knowledge of forbearance options and where to signpost customers for free debt advice or local support. • Bring an eye for opportunities to automate or streamline daily workflows.

• Conduct income assessments and use effective questioning techniques to build a clear picture of each customer’s situation. • Find the right forbearance options for individual cases. • Educate customers on arrears consequences and litigation stages, signposting them to support such as free debt advice or local foodbanks. • Handle residential mortgage and business lending accounts from early-stage arrears through to litigation, repossessions, and property sales as a last resort. • Ensure all actions follow MCOB guidance, Atom policy, and PRA and FCA Conduct Rules. • Actively identify and highlight risks. • Bring an ‘up and Atom’ approach to troubleshooting, sharing knowledge, and spotting opportunities to automate or streamline workflows.

Atom bank is one of the most compelling places to work in UK fintech right now, and not just because of the four-day working week. Atom became profitable for the first time in 2024 and has grown its loan book by 29% to £5.3 billion, while being consistently rated the UK's highest-rated bank by its customers on Trustpilot. The four-day work week is real and established: in November 2021, Atom became the largest company and only bank in the UK to introduce the policy for all employees, genuinely reducing contracted hours from 37.5 to 34 per week with no salary cut, and job applications rose 49% as a result. There is also genuinely no mandatory office attendance, with only around 10% of staff regularly coming in. What really stands out is that Atom has done all of this from Newcastle, building one of the UK's best-loved banks without ever opening a London office. Glassdoor reviewers consistently highlight the brilliant people, the no-blame culture, and the interesting and meaningful work. The main caveat to note is that some employees, particularly at more senior levels, have reported limited progression opportunities as the company matures beyond its early startup phase. But if you want to work somewhere that backs its values with action, a genuinely flexible, people-first bank that is growing sustainably and has a product its customers genuinely love, Atom is hard to beat.

• Earn a salary of £28,000 to £37,500 depending on experience. • Work flexible hybrid from Newcastle. • Work a four-day week. • Earn a discretionary cash bonus based on individual and company performance. • Join an incredibly generous company pension scheme, with Atom contributing up to 13% and the option to add more yourself. • Spend £200 a year on personal development through the ‘All About Me’ fund. • Take 22.5 days annual leave plus public holidays. • Access private medical insurance, a health cash plan, and life insurance. • Join the electric vehicle scheme.

Atom bank is the UK’s first app-based bank, on a mission to make finance faster, simpler and more human. It has ditched the traditional banking model to build something that works for customers whenever and wherever they need it. Its Operations team is where Atom has the most contact with customers, covering Financial Care, Originations, Customer Support, Operational Effectiveness, Payments, Fraud, Reconciliations and Customer Administration.