Marshmallow

Senior Collections Executive

Marshmallow

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

About the role

  • The Senior Collections Executive plays a crucial role in Marshmallow’s financial health by recovering outstanding balances in a fair, responsible, and compliant manner.
  • This role involves supporting customers through their repayment journey, offering tailored solutions that align with FCA regulations and the Consumer Duty.
  • As a Senior Collections Executive, you will engage with customers in financial arrears, guiding them toward sustainable repayment solutions while maintaining a positive customer experience, even in challenging circumstances.
  • By balancing negotiation, empathy, and compliance, you will help customers manage their obligations while protecting the business from financial risk.
  • Respond to customer queries across phone, chat, and email with empathy and clarity, maintaining Marshmallow's tone of voice.
  • Engage with customers before and after policy cancellation to address outstanding balances and resolve any issues.
  • Guide, negotiate, and influence customers to clear outstanding debt through tailored, supportive solutions.
  • Follow structured workflows but exercise greater judgment to adapt solutions based on customer context.
  • Handle customer complaints and resolve conflicts effectively.
  • Prioritise multiple tasks while maintaining high-quality standards across interactions and case notes.
  • Process and manage policy cancellations accurately and in line with internal procedures.
  • Manage and submit chargeback evidence to resolve disputes promptly and compliantly.
  • Collaborate with internal teams (e.g. Underwriting, Claims, Premium Finance) to resolve customer and debt-related queries.
  • Support vulnerable customers and escalate complex cases to Specialists or Team Leaders when needed.
  • Respond to internal Slack queries and support knowledge-sharing across the team.
  • Identify recurring blockers or inefficiencies and raise improvement suggestions.

Requirements

  • You have experience working in collections and managing arrears, with the ability to navigate complex customer interactions.
  • You are goal-oriented and focused on meeting targets while ensuring positive customer outcomes.
  • You possess strong communication skills, both verbal and written, and can negotiate effectively with customers.
  • Preferred but not essential: prior experience in the car insurance industry, particularly managing outstanding balances arising from claims.
  • You are a critical thinker who can find practical solutions to customer challenges while balancing company policies.
  • You are a team player and can collaborate effectively with colleagues to achieve shared goals.
  • You are self-motivated, adaptable, and comfortable experimenting with different working methods to meet business needs.
  • You are committed to compliance, with a strong understanding of GDPR, FCA, and Consumer Duty regulations.
Benefits
  • Flexible working - Spend 2 days per week with your team in our new collaborative London office
  • Competitive bonus scheme - designed to reward and recognise high performance 🌟
  • Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰
  • Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🏝️
  • Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office 🛫
  • Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚
  • Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
  • Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥
  • Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
  • Tech scheme - Get the latest tech for less 🖥
  • Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
collections managementdebt negotiationcustomer supportpolicy cancellation processingchargeback evidence managementfinancial complianceFCA regulationsConsumer DutyGDPR complianceproblem-solving
Soft Skills
empathycommunicationnegotiationcritical thinkingteam collaborationself-motivationadaptabilitytask prioritizationconflict resolutioncustomer focus