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

• Providing the best customer support by engaging with our customers through our Live Chat, Telephone and Email channels
• Answering customer questions and queries about Onmo’s products and services, understanding our customer’s needs and providing solutions to help them with their financial ambitions
• Providing customers with assistance in managing their account and conducting account maintenance tasks
• Handling account queries about account balances, payments and any other concerns
• Maintain thorough and accurate customer service records, of customer interactions, keeping financial records confidential
• Use various database systems and technology to deliver great customer care
• Follow communication procedures, guidelines and policies
• Be on frontline in identifying, raising and supporting any cases of customer dissatisfaction or vulnerability
• Proactive Contact - maintaining contact and good relationships with our customers throughout the collection’s lifecycle.
• Information Gathering - gaining a great understanding of our customer’s circumstances through various questioning techniques.
• Making and receiving telephone calls, to work with our customers whilst consistently seeing their point of view and finding the best solution for everyone, to recover outstanding debts.
• Negotiating, implementing, and monitoring feasible repayment solutions that consider the customers circumstances while balancing the business's best interests.
• Complete income and expenditure assessments with customers and agree appropriate forbearance support.
• At Onmo we all take collective responsibility for our individual roles in creating the best outcomes for our customers.

Customer Operations Agent, Collections

• Engage with customers to ensure loan repayments by maturity dates.
• Manage arrears cases, understanding customer financial circumstances to find suitable resolutions.
• Recommend bespoke support strategies to the Customer Service and Collections Manager.
• Initiate recovery actions, including appointing receivers or solicitors when required.
• Plan and prioritise workload, ensuring compliance with regulatory standards.
• Maintain up-to-date knowledge of regulatory requirements and internal policies.

Arrears & Collections Associate

• Engage directly with customers to negotiate repayment plans
• Analyse financial situations to create tailored solutions
• Ensure adherence to GDPR, FCA, and FDCPA regulations
• Handle customer complaints and resolve conflicts effectively
• Prioritize multiple tasks while maintaining high-quality standards
• Work with internal and external teams to support customer outcomes

Collections Officer – Midnight Team

• Conduct continuous collection and review of open source information utilizing multiple systems and sources to detect potential threats.
• Actively monitor travel safety and security of clients on a global, 24/7 basis.
• Continuously monitor global open-source intelligence (OSINT), media channels, and specialized threat feeds to detect and assess real-time and emerging threats.
• Identify and track geopolitical, environmental, criminal, cyber, health-related, or infrastructure risks that could affect client safety or business continuity.
• Act as a primary node for threat-related communications, offering rapid situation awareness and actionable intelligence to stakeholders.
• Communicate clearly and effectively in writing and verbally with internal and external stakeholders about relevant intelligence and threat information.
• Analyze multi-source data to assess implications of threats on client operations, travel, and reputational standing.
• Produce timely, accurate, and concise threat alerts tailored to client needs.
• Support internal and client-facing investigations by compiling and assessing relevant intelligence from internal and external sources.
• Use OSINT sources and investigative databases to complete investigations on persons or companies of interest.

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