Collections Adviser

abound; Milton Keynes; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Equity stake

Hybrid work

25 days holiday

Bank holidays

Volunteer days

Sabbatical after 4 years

Employee loan

Gym membership

Wellness budget

Job summary

Abound in Milton Keynes is seeking a Collections Advisor to balance credit risk with fair customer outcomes. No prior collections experience is required, and we provide full training on FCA regulation, DPA requirements and internal processes.

This hybrid role requires 3 days per week in MK and monthly attendance in central London, fully expensed. You will handle chats and calls, assess affordability via Open Banking tools, and set affordable payment plans while supporting customers through

Qualifications

• No prior collections or financial services experience required; full training will be provided on FCA regulation (including CONC7), DPA requirements and internal processes.
• Strong attention to detail and accuracy in records.
• Comfortable with numbers and interpreting statements and ledgers to resolve customer queries.
• Empathetic, customer-focused communicator able to handle sensitive conversations.
• Familiar with Microsoft Office products (Word, Excel, Teams).
• Willing to learn about a broad range of debt solutions (payments, DMPs, IVAs, DROs).

Responsibilities

• Handling multiple live customer chats.
• Receiving and making telephony calls from customers requiring assistance with their loans.
• Supporting omni-channel communications (live web chat, email, SMS and phone).
• Assessing customer affordability using Open Banking software.
• Agreeing and setting affordable payment plans with customers.
• Processing on our systems when customers pursue alternative debt solutions.
• Setting promises to pay received through digital channels.
• Dealing with third-party partners (field suppliers, debt collection agencies, insolvency managers).
• Escalating more complex or higher-risk cases to senior colleagues as needed.

Skills

Customer-focused communicator

Attentive to detail

Numbers & statements

Empathy & professionalism

KPI & targets orientation

Team player

Microsoft Office

Willingness to learn debt solutions

Open Banking / affordability analysis

Tools

Microsoft Office

Job description

About Abound

We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation.

And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch.

Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us.

We're looking for a customer-focused individual to join us as a Collections Advisor. This position requires an important balance of both credit and conduct risk as we focus on delivering the right outcomes for our customers based on their individual circumstances, always. No prior collections or financial services experience is required — we'll provide full training on regulation, systems and processes; what matters most is the right attitude, judgement and attention to detail.

You will be working as part of a small but rapidly expanding team in our Milton Keynes office. This is a hybrid role requiring 3 days per week in our Milton Keynes office, with flexibility on the other 2. There will also be a requirement to attend our central London office once a month (fully expensed).

The ideal candidate will have excellent attention to detail and be comfortable following documented procedures consistently, ensuring that all customers are treated fairly and receive the appropriate outcomes. Tasks also include updating account details, maintaining accurate records, and escalating cases to senior staff if necessary. There will also be a requirement to identify and support customers who may show signs of vulnerability.

Who you are

• A confident, customer-focused communicator, comfortable handling sensitive or difficult conversations with empathy and professionalism

• No prior collections or financial services experience necessary — full training will be provided on FCA regulation (including CONC7), DPA requirements and our internal processes

• Willing to learn about the broad range of debt solutions, e.g. Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, Breathing Space etc.

• An interest in understanding customer vulnerability and how to identify and manage it — training and support provided

• Comfortable working with numbers, and willing to learn to interpret statements and ledgers to help resolve customer queries

• Familiar with Microsoft Office products (Word, Excel, Teams)

• A very strong attention to detail and a high regard for consistency

• A strong team player who will help as required to deliver tasks within the team's SLAs

• Comfortable working towards KPIs, targets and quality assurance requirements, with support from the team

What you'll be doing

• Handling multiple live customer chats

• Receiving and making telephony calls from customers requiring assistance with their loans

• Supporting our omni-channels, i.e. live web chat, email, SMS and phone (inbound and outbound), including dialler software

• Assessing customer affordability using our industry-leading Open Banking software

• Agreeing and setting affordable payment plans with customers

• Processing on our systems when customers advise they are pursuing alternative debt solutions

• Setting promises to pay received through digital channels

• Dealing with third-party partners, i.e. field suppliers, debt collection agencies, insolvency portfolio managers

• Thinking analytically and giving suggestions and ideas as part of continuous improvement

• Escalating more complex or higher-risk cases to senior colleagues as needed

What we offer

• Everyone owns a piece of the company — equity

• Hybrid working, with 3 days a week in the office

• 25 days’ holiday a year, plus 8 bank holidays

• 2 paid volunteering days per year

• One month paid sabbatical after 4 years

• Employee loan

• Free gym membership

• Team wellness budget to be active together — set up a yoga class, a tennis lesson or go bouldering