Collections Officer – Remote (FinTech)

About the role

We are seeking a customer‑focused Collections Officer to join a fast‑growing fintech operating in the consumer lending sector. In this remote position you will support customers experiencing financial difficulty, helping them find sustainable repayment solutions while delivering fair outcomes and exceptional service.

Key responsibilities

• Contact customers via telephone, email and live chat throughout the collections journey.
• Build positive relationships and understand each customer’s individual circumstances.
• Negotiate affordable repayment plans and appropriate forbearance solutions.
• Complete income and expenditure assessments to achieve fair outcomes.
• Maintain accurate records and fully document all activity.
• Identify vulnerable customers and provide suitable support.
• Ensure compliance with FCA and Consumer Duty requirements.
• Collaborate with colleagues to improve outcomes and identify process improvements.

Required profile

• Previous collections or recoveries experience in an FCA‑regulated lending business.
• Experience supporting customers in financial difficulty.
• Good understanding of FCA regulations, Consumer Duty and Treating Customers Fairly.
• Excellent attention to detail and strong organisational skills.
• Proactive, empathetic and solution‑focused approach.

Required skills

What we offer

• 25 days holiday plus public holidays and an extra day off for your birthday.
• Charity/voluntary days off and option to buy or sell 5 days holiday.
• Discounted gym membership, pension scheme and learning & development budget.
• Employee assistance programme with holistic wellbeing support.
• Lunch‑and‑learn sessions, free hot drinks and snacks.