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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
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
Tools & Technologies
AI toolsinternal toolingcustomer journey improvement
Industry Keywords
collections & recoveriesconsumer lendingfinancial servicesvulnerable customer treatmentfintechdigital financial servicescredit cardspersonal loansbuy-now-pay-later
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