Collections Adviser

We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation.

• A confident, customer-focused communicator, comfortable handling sensitive or difficult conversations with empathy and professionalism

• No prior collections or financial services experience necessary — full training will be provided on FCA regulation (including CONC7), DPA requirements and our internal processes

• Willing to learn about the broad range of debt solutions, e.g. Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, Breathing Space etc.

• An interest in understanding customer vulnerability and how to identify and manage it — training and support provided

• Comfortable working with numbers, and willing to learn to interpret statements and ledgers to help resolve customer queries

• Familiar with Microsoft Office products (Word, Excel, Teams)

• A very strong attention to detail and a high regard for consistency

• A strong team player who will help as required to deliver tasks within the team's SLAs

• Comfortable working towards KPIs, targets and quality assurance requirements, with support from the team

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  Handling multiple live customer chats

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  Receiving and making telephony calls from customers requiring assistance with their loans

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  Supporting our omni-channels, i.e. live web chat, email, SMS and phone (inbound and outbound), including dialler software

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  Assessing customer affordability using our industry-leading Open Banking software

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  Agreeing and setting affordable payment plans with customers

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  Processing on our systems when customers advise they are pursuing alternative debt solutions

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  Setting promises to pay received through digital channels

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  Dealing with third-party partners, i.e. field suppliers, debt collection agencies, insolvency portfolio managers

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  Thinking analytically and giving suggestions and ideas as part of continuous improvement

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  Escalating more complex or higher-risk cases to senior colleagues as needed