Collections Specialist

About the role

We are seeking a customer‑focused Collections Specialist to join a fast‑growing fintech operating in the consumer lending sector. You will support customers experiencing financial difficulty, helping them find sustainable repayment solutions while delivering fair outcomes and high‑quality service.

Key responsibilities

• Engage with 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, Consumer Duty and Treating Customers Fairly requirements.
• Collaborate with colleagues to improve processes and customer outcomes.

Required profile

• Previous experience in collections, recoveries or customer support within financial services.
• Strong communication and negotiation skills across multiple channels.
• Experience supporting customers in financial difficulty.
• Good understanding of FCA regulations, Consumer Duty and TCF.
• Excellent attention to detail and strong organisational abilities.
• Proactive, empathetic and solution‑focused attitude.

Required skills

• CRM systems
• Microsoft Office

What we offer

• Salary up to £33,000 pro‑rata (part‑time).
• 25 days holiday plus public holidays, plus an extra day for your birthday.
• Charity/voluntary days off and the option to buy or sell up to 5 days of 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.