Collections

• Providing a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported
• Ensuring regulatory compliance in the case of collections activity, determining reason for customer payment delinquency and obtains payment commitment.
• Using online systems to accurately document customer account information, adhering to data privacy legislation.
• Understand the customers financial situation, providing options and solutions, ensure fair outcomes, including for our vulnerable customers.
• Build rapport, empathise, and have meaningful conversations with our customers to deliver excellent customer service.
• Handle customer telephone calls (both inbound and outbound) and interactions in an efficient, effective, and professional manner.
• Responding to customers emails and providing accurate financial calculations.
• Embrace learning, coaching and development to continuously improve your skills and capability.

Collections Agent

• Own complex and high-value overdue accounts from start to resolution.
• Take accounts from negotiated settlement, litigation or insolvency.
• Communicate effectively with customers and stakeholders to secure the best outcome for iwoca and our customers.
• Manage a portfolio of accounts with outstanding balances up to £1m through to completion.
• Manage inbound and initiate outbound telephone calls, letters and emails with care and professionalism.
• Work closely with small to medium business owners to understand their financial situation and agree on realistic repayment plans where possible.

Collections and Recoveries Specialist

• Speaking with business customers who have fallen behind on their loan repayments.
• Having direct, sometimes difficult conversations to understand why a payment has been missed.
• Discussing options to recover what's owed.
• Building relationships with customers in early arrears.
• Understanding each customer's unique circumstances and discussing solutions available to them.
• Managing customer expectations and following up when an arrangement is broken.
• Keeping clear, accurate notes and staying on top of follow-ups and emails each day.

Collections & Recoveries Advisor

• Managing communications strategy to re-engage customers in arrears
• Utilising multiple communication channels (email, SMS, push notifications, dialler)
• Utilising internal data, external data and models to segment customers into groups and design treatment strategies
• Proactively identifying signs of financial difficulty and engaging customers prior to arrears to reduce missed payments
• Identifying opportunities to use additional third-party data sources to aid collections strategies
• Coordinating with third parties that supply communication channels

Collections Strategy Manager

• Own end-to-end credit control and collections activity for an assigned portfolio
• Proactively contact customers to secure payments, agree commitments, and maintain client relationships
• Monitor and prioritise accounts based on risk, ageing, and value
• Investigate and resolve billing queries and disputes quickly
• Deliver against KPIs including cash collection, aged debt reduction, and DSO targets
• Maintain accurate records, reporting, and audit-ready documentation
• Support credit risk management through credit checks and monitoring customer exposure
• Contribute to continuous improvement by identifying root causes of disputes

Collections Specialist

• 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

• 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.

Collections jobs in United Kingdom

See all jobs on JobTailor

Collections Agent

Collections and Recoveries Specialist

Collections & Recoveries Advisor

Collections Strategy Manager

Collections Specialist

Collections Specialist

Customer Operations Agent, Collections