Collections Agent

Lendable Ltd; Chatham; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

A fintech company based in the UK is seeking a dedicated Financial Support team member to assist customers in financial difficulties. The role involves handling queries via phone, email, and chat while ensuring high-quality service and compliance with policies. Candidates should have strong communication skills, a logical approach to problem-solving, and experience in customer-facing roles. The position offers flexible work-from-home options and a supportive team environment. This role is vital in helping vulnerable customers find the right solutions.

Benefits

Private health insurance

Fully stocked kitchen

Work from home options on Mondays and Fridays

Best-in-class compensation including equity

Qualifications

• Minimum 6 months of Financial Support/Collections experience preferable.
• Previous cards experience desirable.
• Previous experience of working to target desirable.
• Previous experience of working in a customer-facing role essential.

Responsibilities

• Undertake customer queries via telephony, email, and live chat.
• Ensure process and policy adherence, highlighting enhancement areas.
• Support customers ensuring compliance with quality assurance scorecard.
• Identify opportunities for product improvement to better serve customers.
• Meeting defined performance targets for good customer outcomes.

Skills

Strong communication skills

Logical and methodical approach

Strong prioritisation skills

Resilient and calm approach

Job description

## About the roleThe Financial Support team is responsible for working with customers experiencing financial difficulty and struggling to make their contractual payments. Our primary role is to interact with customers to understand their circumstances to ensure we can **offer a solution** which is both **affordable and sustainable and meets their individual needs.**Reporting to the Team Lead, you will **undertake customer queries via telephony, email and live chat.** We're looking for a superstar that can **consistently improve overall quality standards, and embed processes and procedures to deliver good customer outcomes.**At times we can speak to customers who are in a vulnerable state and as a result may be struggling with their financial situation and/or mental health. It is our responsibility to help and signpost them to third party support if needed. Please note that these calls can be triggering and not always easy but we have a supportive team and training to help guide you through these calls.## Your objectives* Ensure all customer contact is **conducted to the highest standard and quality monitoring results are consistently achieved** to evidence good customer outcomes.* Ensure **process and policy adherence,** highlighting processes to management which may require enhancement.* **Interact directly with customers via voice/non-voice** as part of your role to ensure customer demand is met.* Support customers **ensuring interactions are assessed against Lendables quality assurance** scorecard and delivering meaningful and tailored responses.* **Identify opportunities for product and process improvement** to better serve customers, escalating where appropriate any identified risks or potential risks that are a risk to achieving good customer outcomes.* Support other areas within Operations to meet operational performance if required.* **Meeting defined individual and team performance targets** to ensure delivery of key business and good customer outcomes are evidenced and met.* **Identifying and recording customer dissatisfaction** against Lendables processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures.* **Signpost customers** to relevant free debt charities, alternatively, identifying appropriate charities based on the customers' individual needs and circumstances.* **Identifying vulnerable customers** and **ensuring vulnerable processes and policies are adhered** to to support customers who may be vulnerable.## Your profile* Minimum **6 months of Financial Support/Collections experience preferable*** Previous **cards experience** desirable* Previous experience of **working to target desirable*** Previous experience of **working in a customer contact/facing role essential** (if no previous work experience, able to evidence competencies which demonstrate capability)## What you'll need to succeed* A **logical and methodical approach to evaluating individual circumstances** to identify appropriate solutions based on a customer's circumstances* **Strong communication skills** both written and verbal to support customers across Lendable's channels* **Strong prioritisation skills**, ability to organise* **Resilient** and **calm** approach when faced with difficult situations* **Able to adapt written and verbal communication** to suit an individual's needs.**Interview Process*** A 30 minute remote Interview with one of the Talent team* A 1 hour remote Interview with a Team Leader* The opportunity to scale up one of the **world’s most successful** fintech companies* **Best-in-class** compensation, including equity* You can work from home **every Monday and Friday** if you wish - on the other days we all come together IRL to be together, build and exchange ideas* Enjoy a **fully stocked kitchen** with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday* We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to **private health insurance*** We're an **equal opportunity employer** and are looking to make Lendable the most inclusive and open workspace in London