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About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Experience working in Collections & Recoveries within consumer lending or financial services
- Strong communication skills with the ability to handle sensitive customer conversations professionally and empathetically
- Experience supporting customers in financial difficulty and understanding vulnerable customer treatment
- Interest in AI tools, prompt engineering, and process automation
- Comfortable using technology and learning new systems quickly
- Proactive, hands-on approach with strong attention to detail
- Ability to work effectively in a fast-paced environment
- Fintech or digital financial services experience is desirable
- Previous experience with consumer finance, particularly in credit cards, personal loans, or buy-now-pay-later products
Benefits
Comp & perks- Competitive salary and performance-based bonuses
- Flexible working arrangements; we follow a hybrid work culture
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
collectionsdebt managementfinancial difficulty supportrepayment solutionsforbearance optionsprocess automationcustomer record maintenanceprompt engineeringAI tools
Soft Skills
strong communicationempathetic treatmentproactive approachattention to detailability to handle sensitive conversationsteam performance improvementcustomer experience enhancementoperational effectiveness