Abound

Operations

• Supporting operational administration across customer accounts
• Maintaining and updating internal systems with accurate information
• Assisting with reconciliation tasks and data checks
• Reviewing and processing digital and hard copy correspondence
• Handling general inbound queries and administrative requests, including:
• Replying to complaint-related queries (e.g. chasers and follow-ups)
• Raising complaints for the relevant team to investigate
• Assigning incoming emails to the appropriate teams(triage)
• Supporting the finance Customer Care team with system admin tasks
• Providing pre-written template responses to customers
• Supporting operational processes such as:
• Application of payments to customer accounts
• Handling credit reference queries
• Processing data erasure requests in line with procedures
• Gathering data to support internal teams and investigations
• Liaising with internal teams and third parties where required
• Supporting affordability assessments using our Open Banking technology
• Following defined processes to ensure compliance and accuracy

Junior Operations Administrator

Customer Support

• Lead, coach, and develop a team of 8–12 Customer Care Specialists
• Set clear performance expectations and manage against KPIs and SLAs
• Foster a high-performance, customer-centric culture
• Support hiring, onboarding, and ongoing development of team members
• Act as the escalation point for complex cases and complaints
• Oversee day-to-day collections and recoveries activities across unsecured personal loans
• Ensure effective handling of DMPs, IVAs, complaints, regulatory notices, and complex queries
• Drive proactive customer outreach strategies and campaign effectiveness
• Identify process inefficiencies and implement improvements
• Collaborate cross-functionally to support wider operational goals
• Maintain a strong balance between credit risk and conduct risk
• Ensure adherence to FCA guidelines, TCF principles, and internal policies
• Monitor quality and compliance across customer interactions
• Support handling of vulnerable customers and financial difficulty cases
• Step in to support operational workload when required
• Handle complex customer interactions across multiple channels (telephony, email, etc.)
• Lead by example in delivering exceptional customer outcomes

Customer Care Team Lead

General Counsel

• Regulatory submissions: draft submissions and supporting materials to a high standard such as Appointed Representative/IAR applications, waiver/modification requests, applications for new permissions and similar submissions, liaising with external counsel where needed.
• New markets: identify and communicate key legal and regulatory matters for new products, markets and geographies that we are considering. Working closely with others, ensure that decisions about new markets are well-informed and that subsequent entry is well-managed.
• Draft & maintain customer credit documentation across the lifecycle (pre‑contract and post‑contract), including credit agreements, PCCI, adequate explanations, statements, and notices (e.g. NOSIAs and Default Notices). Maintain suite of customer documentation, managing versioning and approvals. Check accurate deployment into production.
• Risk advice and governance: provide clear, pragmatic advice to the CCO and senior management on risks and mitigations in your area; log actions and drive them to closure.
• External advice: commission advice from legal and other advisers on discrete questions, track progress, and capture learning back into templates and guidance.
• Assist with broader legal work: work with a more senior lawyer to prepare/review and negotiate the commercial agreements governing entry into new markets and introduction of new products, review and negotiate supply terms for the products and services essential to our business and review and negotiate NDAs.
• Support broader compliance activities: working with the Compliance team, help to identify key compliance risks and where needed monitor and control these risks. This may entail detailed loan-by-loan review work.

Junior Operations Administrator

Customer Care Team Lead

Legal Counsel, Regulatory