Updraft

Collections

• Handle inbound and outbound customer conversations relating to arrears, repayments, and financial difficulty
• Support customers with appropriate repayment solutions and forbearance options based on their circumstances
• Deliver fair and empathetic treatment to vulnerable customers in line with regulatory expectations
• Manage customer interactions across collections, servicing, debt management plans, and IVAs
• Use AI tools and prompting techniques to improve communication quality, efficiency, and customer outcomes
• Help identify opportunities for automation and process improvement within collections operations
• Work closely with Operations, Product, and Engineering teams to support improvements to customer journeys and internal tooling
• Maintain accurate customer records and ensure all activity is completed compliantly
• Contribute ideas to improve team performance, customer experience, and operational effectiveness

Collections Specialist