Collections Officer (Fintech)

TL;DR

Collections Officer (Fintech): Managing financial arrears and setting up repayment plans for small business customers with an accent on empathetic communication and regulatory compliance. Focus on negotiating fair outcomes, analyzing financial situations, and ensuring adherence to FCA and GDPR standards.

Location: Hybrid in Manchester (3 days in office, 2 from home; fully office-based for the first 3 months)

Salary: £27,000 - £34,000

Company

A profitable financial platform providing credit cards, spend management, and savings tools for small businesses.

What you will do

• Negotiate repayment plans directly with customers in arrears to help them manage financial debt.
• Analyze customer financial situations to create tailored and fair repayment solutions.
• Ensure strict adherence to GDPR, FCA, and FDCPA regulations in all communications.
• Handle customer complaints and resolve conflicts effectively with patience and persistence.
• Collaborate with internal and external teams to support positive customer outcomes.

Requirements

• Collections experience within the financial services sector.
• Strong verbal and written communication skills for professional customer interaction.
• Proven ability to manage challenging customer interactions and deliver fair outcomes.
• Experience using multiple communication platforms, including email and SMS.
• Must be based in or able to commute to the Manchester office.

Culture & Benefits

• Private Healthcare through Vitality, including dental and optician services.
• Worldwide travel insurance through Vitality.
• Anniversary rewards, including a 4-week fully paid sabbatical.
• Salary sacrifice pension scheme with up to 7% match.
• 28 days holiday plus bank holidays.
• Dog-friendly office environment with free drinks and snacks.

Hiring process

• First stage: 30-minute introductory and values call with a Talent Partner via video.
• Final stage: 60-minute CV overview with Team Leaders conducted in person.