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Collections Support Agent
Jaja FinanceCollections Support Agent helping Jaja, a UK consumer finance business, resolve customer arrears and debt issues. Supporting customers through phone, chat, email, and written channels.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support across various channels, with a strong focus on compliance and quality standards in the financial services sector. Capable of proactive problem-solving and adapting to fast-paced environments while maintaining sensitivity towards vulnerable customers.
Highest-signal resume keywords
Customer Service ExperienceFinancial Services RegulationsVerbal And Written Communication SkillsCall Centre Technologies FamiliarityProactive Problem-Solving Mindset
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Collections ExperienceUnderstanding Of Financial Services RegulationsQuality And Compliance StandardsKPI And SLA AchievementRecord Keeping
Soft Skills
Active ListeningSensitivity And CareConfidence In Problem SolvingAdaptability To ChangeCollaboration
Tools & Technologies
DiallersCustomer Portals
Industry Keywords
Collections ChannelsCustomer FeedbackVulnerable CustomersArrearsPersistent Debt
About the role
Key responsibilities & impact- Support customers across collections channels including chat, phone, email, and written communication
- Listen actively and assess customer situations to agree sustainable, affordable solutions
- Tailor support for vulnerable customers with sensitivity and care
- Share ideas to improve processes and adapt quickly to change
- Manage varied workloads and solve problems with confidence and creativity
- Keep accurate records in line with company and regulatory standards
- Share customer feedback to support continuous improvement
- Meet quality and compliance standards while delivering outstanding service
- Collaborate with the team to meet goals and support one another
- Stay informed about products, services, and operational updates
- Work towards individual and team KPIs and SLAs
Requirements
What you’ll need- Experience in collections or customer service, ideally within credit cards or lending
- Understanding of financial services regulations related to collections
- Strong verbal and written communication skills
- Confidence working in a fast-paced, evolving environment
- Familiarity with call centre technologies, including diallers and customer portals
- Proactive problem-solving mindset
- Ability to support customers experiencing arrears, overlimit, persistent debt, and vulnerability
- Ability to meet quality, compliance, KPI, and SLA standards
Benefits
Comp & perks- Competitive salary
- Pension contributions, including Salary Exchange facility
- Annual bonus potential
- Private medical cover provided by Vitality (Optional benefit)
- 25 days annual leave (FTE) plus UK bank holidays
- An additional day added for each full calendar year worked, up to a maximum of 30 days
- Birthday off each year as an additional day's holiday
- 4x life insurance cover
- Access to confidential Employee assistance programme
- Excellent training
- Opportunities for career growth and talent development