Collections Officer (Fintech)

TL;DR

Collections Officer (Fintech): Managing financial arrears and negotiating repayment plans for UK and US customers with an accent on regulatory compliance and empathetic communication. Focus on resolving complex customer conflicts, analyzing financial situations, and ensuring adherence to FCA and FDCPA standards.

Location: Remote, required to attend the Cardiff office 2 days per quarter

Salary: £29,000 - £37,000

Company

A financial platform providing business credit cards, spend management, and savings products tailored for small businesses.

What you will do

• Engage directly with customers to negotiate fair and sustainable repayment plans.
• Analyze individual financial situations to create tailored solutions for managing arrears.
• Ensure full adherence to GDPR, FCA, and FDCPA regulations.
• Handle customer complaints and resolve conflicts with professionalism and patience.
• Coordinate with internal and external teams to support positive customer outcomes.

Requirements

• Professional experience in collections within the financial services sector.
• Strong verbal and written communication skills.
• Proven ability to manage challenging customer interactions and deliver fair outcomes.
• Proficiency in using multiple communication platforms, including email and SMS.
• Must be able to attend the Cardiff office 2 days per quarter.

Culture & Benefits

• Private Healthcare including dental and optician services via Vitality.
• Worldwide travel insurance and a Salary Sacrifice Pension Scheme with up to 7% match.
• Anniversary Rewards including a 4-week fully paid sabbatical.
• 28 days holiday plus bank holidays.
• Annual Learning and Wellbeing Budget.
• Dog-friendly office environment with free drinks and snacks.

Hiring process

• First stage: 30-minute intro and values call with Talent Partner (Video call).
• Final stage: 60-minute CV overview with Team Leaders (Video call).