Financial Care Agent

We’re Atom…

The bank that’s on a mission to make finance faster, simpler and way more human.

We’ve ditched the stuffy banking model to build something that actually works for our customers, whenever and wherever they need us.

To make this happen, we’re looking for like-minded people who can help us reach our goals and think differently.

If you’re ready to build the future of banking, we’d love to meet you.

What will your typical day look like? Different that’s for sure…

Operations is the beating heart of Atom, it’s where we have the most contact with our fantastic customers and where we can ensure we’re truly offering the best possible customer service. The Operations team consists of Financial Care, Originations, Customer Support, Operational Effectiveness, Payments, Fraud, Reconciliations and Customer Administration.

As a Financial Care Agent, you’ll own the customer journey from start to finish, supporting our Business lending and Residential mortgage customers through every step of the arrears lifecycle. From early-stage support to litigation and property sales, our dedicated case ownership model means you won’t just manage accounts; you’ll build real relationships, understand unique circumstances, and guide customers toward the right outcomes when it matters most.

So, what will you be doing…

• Conducting income assessments and using effective questioning techniques to gain a clear picture of each customer’s situation.
• Finding the right forbearance options for individual cases and educating customers on arrears consequences, litigation stages, and signposting to support like free debt advice or local foodbanks.
• Handling residential mortgage and business lending accounts from early-stage arrears through to litigation, repossessions, and property sales as a last resort.
• Ensuring all actions follow MCOB guidance, Atom policy, and PRA/FCA Conduct Rules, while actively identifying and highlighting risks.
• Bringing an ‘up and Atom’ approach to troubleshooting, sharing knowledge, and identifying opportunities to automate or streamline daily workflows.

What do we need from you…

• Experience working within an arrears or collections environment. Experience in residential mortgage or business lending collections is highly desirable.
• Great verbal and written communication skills with the ability to show empathy and see things from the customer’s point of view.
• Strong organisational skills, keen attention to detail, and a commitment to following processes, procedures, and deadlines.
• A ‘can do, will do’ attitude, high ethical standards, and the ability to adapt quickly to a changing environment.
• A drive to resolve tasks, share collections expertise with teammates, and continuously improve self-development.

What will you get from us?

• Salary range from £28,000 to £37,500 (Depending on experience)
• Flexible hybrid working in Newcastle
• 4-day work week
• Discretionary Cash Bonus – Individual and Company Performance based.
• Incredibly generous company pension scheme (maximum of 13% of Atom input – you can put in more).
• ‘All About Me’ fund: £200 per year to spend on personal development.
• 22.5 days annual leave plus public holidays.
• Private Medical Insurance, Health Cash Plan & Life Insurance.
• Electric Vehicle Scheme.