Collections Advisor (Fintech)

Location: Hybrid, with 3 days per week in the Milton Keynes office and monthly attendance at the central London office

Company

hirify.global is a UK fintech using advanced AI and Open Banking data to provide fair, affordable personal finance and consumer lending.

What you will do

• Handle customer enquiries through live chat, email, SMS, and inbound and outbound phone calls.
• Assess customer affordability using Open Banking software and agree suitable payment plans.
• Process customer requests relating to alternative debt solutions and set promises to pay through digital channels.
• Update account details, maintain accurate records, and follow documented procedures consistently.
• Identify and support customers showing signs of vulnerability while ensuring fair customer outcomes.
• Escalate complex or higher-risk cases and work with field suppliers, debt collection agencies, and insolvency portfolio managers.

Requirements

• Customer-focused communication skills and confidence handling sensitive conversations with empathy and professionalism.
• No previous collections or financial services experience required; full training is provided on FCA regulation, CONC7, DPA requirements, systems, and processes.
• Strong attention to detail, consistency, and the ability to follow documented procedures.
• Comfort working with numbers and learning to interpret statements and ledgers.
• Familiarity with Microsoft Word, Excel, and Teams.
• Ability to work toward KPIs, targets, quality assurance requirements, and team SLAs.

Nice to have

• Interest in customer vulnerability and debt solutions such as payment arrangements, DMPs, IVAs, Trust Deeds, DROs, and Breathing Space.
• Analytical mindset with the ability to suggest ideas for continuous improvement.

Culture & Benefits

• Hybrid working with flexibility on the two days not spent in the Milton Keynes office.
• 25 days of annual leave plus 8 bank holidays.
• Two paid volunteering days per year and a one-month paid sabbatical after four years.
• Equity participation and an employee loan.
• Free gym membership and a team wellness budget for activities such as yoga, tennis, or bouldering.