Customer Service & Collections Specialist (Fintech)

Location: Hybrid in Manchester, United Kingdom; able to work in the office 4 days per week

Salary: £35,000–£40,000 gross per annum, depending on experience

Company

hirify.global is a UK digital lender developing flexible secured and unsecured financial products for homeowners.

What you will do

• Manage arrears, forbearance, and recoveries journeys from first missed payment through resolution, litigation referral, or recovery.
• Contact customers, assess income and expenditure, establish household budgets, and arrange sustainable repayment plans and forbearance solutions.
• Act as the escalation point for complex and vulnerable customer cases, adapting communication and solution pathways to individual needs.
• Own the forbearance toolkit, decision framework, contact strategy, customer communications, and related procedures.
• Conduct first-line quality assurance, coach junior colleagues, identify process improvements, and use technology to reduce manual effort.
• Provide phone, email, and web-chat support for account servicing, payment updates, statements, product queries, and complex escalations.

Requirements

• 2+ years of experience in collections, forbearance, or a hybrid role within an FCA-regulated consumer lending environment, ideally in secured or unsecured lending.
• Outstanding active listening and communication skills, with the empathy, patience, and resilience to manage difficult financial conversations.
• Experience making forbearance decisions and designing or materially improving collections processes or customer journeys.
• Comfort with household financial figures, budget calculations, and explaining interest accumulation or repayment plan details clearly.
• Strong hands-on experience with modern CRM systems such as Salesforce and standard office productivity suites.
• Professional, resilient, organised, and disciplined when handling objections, escalations, workload, and personal development.
• Customer-centric, collaborative, open to feedback and coaching, and motivated to progress into a supervisory role.

Nice to have

• Strong working knowledge of mortgage-specific collections rules and MCOB forbearance frameworks.
• Experience with formal vulnerability frameworks and FCA dispute or complaint-handling processes.

Culture & Benefits

• Hybrid working with a 30-day work-from-anywhere allowance.
• 25 days of annual leave plus bank holidays, with an additional day off for every two years of service.
• Bi-annual discretionary bonus, growth shares, 3% pension contribution, and a Health Cash Plan.
• Annual learning and development budget, volunteering allowance, cycle-to-work scheme, and workplace nursery benefit.
• Monthly socials, mental health support, and benefits through the Thanks Ben platform.
• High-performance, customer-focused culture with an emphasis on ownership, change, teamwork, development, and recognition.

Hiring process

• Submit a CV or resume and answer the application questions, including salary expectations and availability to start.
• Confirm whether visa sponsorship will be required to continue working in the UK and whether you can work in the office 4 days per week.
• Confirm experience in arrears and forbearance.