Collections Representative

iwoca Deutschland; Berlin; Vor Ort; EUR 34.000 - 46.000; Vollzeit

Benefits dieser Stelle

26 days vacation

One-month sabbatical after 4 years

Mental health support

Gym membership program

Company pension

Berlin/Frankfurt office locations

Paid volunteering day

Zusammenfassung

iwoca Deutschland is seeking a Junior Collections Agent to support fast-paced collections for SMEs. You will manage arrears portfolios, communicate with customers via calls and emails, and balance customer needs with business interests.

Flexibility, strong communication and a willingness to learn about AI tools will help you succeed; German fluency is required for client interactions at a C1 level.

Qualifikationen

• German language ability at C1 level for client conversations and negotiations.
• Strong communication, empathy and professionalism in debt recovery.
• Curiosity to learn and apply AI tools to improve processes.

Aufgaben

• Handle a high volume portfolio of arrears accounts from validation to resolution.
• Make and respond to calls, letters and emails with care and accuracy.
• Negotiate feasible repayment solutions considering customer circumstances.
• Collaborate with internal teams and third parties to drive recoveries.
• Ensure compliance with applicable laws and iwoca policies.

Kenntnisse

German (C1) communication

Negotiation skills

Customer service focus

AI tool curiosity

Jobbeschreibung

Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are.

That’s why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it’s needed.

We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding. Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive.

We’re looking for a Junior Collections Agent (m/f/d)

We are looking for a diligent a Collections Agent to help us maximise collections returns by understanding the customer’s circumstances and ensuring that all actions achieve the best outcome for iwoca and our clients.

The role

We are seeking an experienced Collections Specialist who will be required to work within a fast-paced, customer focused environment, providing great customer service while maintaining the team’s excellent track record.

• Case handling a high volume portfolio of customer accounts in arrears through to completion with varying and unique circumstances
• Handling inbound and initiating outbound telephone calls, letters and emails with the greatest level of care, accuracy and customer service skills
• Building relationships with customers through regular contact to validate, understand and resolve breaches of agreements with customers
• Negotiate, implement and monitor feasible repayment solutions that take into account the customer's circumstances while balancing the best interests of the business
• Work with a wide range of teams within the company to understand, strategise and implement the most appropriate course of action for each account
• Working closely with Collections Management and the Head of Collections to review and develop recovery strategies
• Instructing, liaising and monitoring third parties such as debt collection agencies and Paralegals to ensure the best outcome is achieved
• Ensuring compliance with all appropriate legislation regulatory body guidelines
• Adhering to our company policies and procedures
• Upholding iwoca’s company reputation at all times
• Updating databases and systems in order to keep an accurate record of activities, observations and outcomes within the recovery process

The requirements

• Demonstrates curiosity to use and learn more about AI tools. You’ll already be comfortable using AI tools in practical ways to help solve problems, increase productivity and improve quality of work, showing good judgement about when to use them and the ability to explain the reasoning behind that use.
• A level of German, C1 that allows you to feel comfortable talking to clients, negotiate arrangements and handle tense situations

We look for people who are smart, humble, motivated and who are always looking to improve.

Ideally you'll have:

• Nice to have 1 year debt recovery experience, ideally in the commercial/business sector
• Empathy, forbearance and professionalism
• Strong communication skills, accuracy and confidence
• The ability to deal with a variety of challenges, innovate and think on your feet
• Business acumen, entrepreneurial spirit with real enthusiasm for helping SMEs. Experience within the finance industry is advantageous.

The salary

We expect to pay from 34.000 € — 46.000 € for this role. But, we’re open-minded, so definitely include your salary goals with your application. We routinely benchmark salaries against market rates, and run quarterly performance and salary reviews.

The culture

At iwoca, the best idea wins. We model our culture on independent thinking, challenging untested logic, and evidence-based decisions. We prioritise learning and growth, and give people the autonomy to develop in the direction that makes them most effective.

We're a tech company and believe in the power of AI to help us work faster and better. We provide the infrastructure where every iwocan always has access to the best models and where those models have access to all of our data. We will help our people to learn how to use and grow with the new tools available to them.

The offices

We put a lot of effort into making iwoca a brilliant place to work:

• Offices in London, Leeds, Berlin, and Frankfurt with plenty of drinks and snacks.
• Events and community-led groups, including running groups, padel, and monthly ping-pong and pool competitions.

The benefits

• A smart, motivated and international team (we represent over 35 different nationalities) with ridiculous growth-mindset.
• 26 days of vacation a year plus a free day for your birthday.
• One-month fully paid sabbatical after 4 years.
• Mental health support with direct access to certified psychologists via our partner OpenUp.
• iwoca takes over a ski chalet in winter so that you and your team can ski or snowboard (and work) for a week. During summer we are drawn to the sun. We’ve been to France, Italy, Spain, and further afield.
• Access to the gym membership program, €25 for either Fit711 or Urban Sports Club.
• Company Pension with Canada Life.
• Great office locations. In Frankfurt in the middle of the city, our Berlin office is located in Prenzlauer Berg.
• A paid volunteer day that gives you the opportunity to invest time to support a charity of your choice.
• ’iwocans’ also benefit from fully stocked fridges in our offices with whatever is needed to strengthen them. There are snacks (both healthy and less healthy) for the whole day.

And to make sure we all keep learning, we offer:

• A learning and development budget for everyone, including a book budget.
• Company-wide talks with internal and external speakers.
• Access to learning platforms like Treehouse.

Useful links:

• See iwoca benefits & policies for detail and some additional benefits.