Collections Advisor

Lloyds Bank plc; Greater London; Hybrid; GBP 31,000 - 33,000; Full time

Benefits offered by this job

22 days holiday

Discretionary bonus

Pension

Private healthcare

Wellbeing support

Colleague discounts

Learning & career opportunities

Job summary

Curve Credit, backed by Lloyds Banking Group, is seeking a Collections Advisor in London. This full-time, hybrid role offers 35 hours weekly with a Curve office in Paddington.

You will support customers in managing repayments and ensuring fair outcomes in a regulated environment. Join Curve Credit to help customers navigate financial challenges with empathy, accurate information, and proactive service across channels, while benefiting from Lloyds Banking Group's development opportunities and

Qualifications

• Customer service experience within financial services or collections
• Emotional intelligence and empathy in sensitive conversations
• Accountability and fair decision making in customer interactions
• Clear communication tailored to individual needs
• Adaptability to evolving processes and regulations
• Knowledge of GDPR and data protection requirements

Responsibilities

• Build strong relationships to understand customer circumstances
• Communicate via telephone and email with clear information
• Help customers manage repayments and maximise Curve benefits
• Make informed decisions using available information
• Work in line with financial regulations and policies
• Maintain accurate customer records
• Escalate complex queries to the right teams
• Stay up to date with training and regulatory requirements

Skills

Customer service experience

Emotional intelligence

Accountability

Communication

Adaptability

GDPR knowledge

Job description

End Date Thursday 03 September 2026 Salary Range £31,379 - £33,030 We support flexible working – click here for more information on flexible working options Flexible Working Options Flexibility in when hours are worked, Hybrid Working, Reduced Hours Job Description Summary Supports new and existing customers with their financial & service needs via a range of channels where appropriate, and delivers an excellent customer experience. Helps Britain and Northern Ireland prosper and ensures customers receive fair outcomes, are dealt with efficiently and referred to the correct person or channel where appropriate, including our vulnerable customers. Acts in line with the Group Values, Behaviours and Codes of Responsibility and supports LBG priorities

Job Description Collections Advisor

Location: London - Curve office in Paddington Hours: Full time – 35 hours per week Working Pattern: Hybrid Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of our office sites. Join Curve, backed by Lloyds Banking Group. Curve recently became part of Lloyds Banking Group, creating a unique opportunity to combine fintech innovation with the strength and reach of one of the UK's leading financial services organisations. As the Group accelerates towards its 2030 ambitions, Curve represents an exciting opportunity to help transform how millions of customers manage and move their money. While you'll work as part of the Curve business, employment for this role will be with Lloyds Banking Group, giving you access to the development opportunities, benefits and support available across the Group.

ABOUT THIS OPPORTUNITY – CURVE CREDIT

At Curve Credit, we're committed to supporting customers at every stage of their financial journey. We understand that managing finances can sometimes be challenging, and we're passionate about helping customers find solutions that work for them while delivering fair and positive outcomes. Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live. With Curve you can spend from all your accounts, track your spend behaviour, see unique insights - all with additional security to help keep your money safe. Curve puts you in control of your money in one beautiful place for the first time. We're looking for multiple Customer Success Agents who are passionate about supporting customers through sensitive financial situations. You'll build trusted relationships, provide personalised support and help customers manage repayments, while ensuring excellent customer outcomes within a regulated environment. This is a great opportunity for someone who enjoys helping people, making informed decisions and having a meaningful impact on customers' financial wellbeing.

WHAT YOU'LL BE DOING

• Building strong, trusted relationships with customers to understand their circumstances and provide support where accounts have fallen into arrears.
• Communicating with customers via telephone and email, providing clear, fair and transparent information tailored to individual needs.
• Supporting customers to manage repayments and maximise the benefits of using Curve, while delivering positive customer outcomes.
• Making informed decisions using the information available to support customers in a fair and responsible way.
• Working in line with financial regulations, internal policies and customer care standards.
• Maintaining accurate customer records and updating account information.
• Identifying and escalating customer queries or complaints to the appropriate teams where required.
• Keeping up to date with relevant training, policies and regulatory requirements.

WHAT YOU'LL NEED

• Customer Service & Experience – Experience delivering high-quality customer service, ideally within a customer service, collections or financial services environment, with the ability to support customers through a range of situations and outcomes.
• Emotional Intelligence & Managing Customer Vulnerability – Build trusted relationships through empathy, active listening and effective questioning, recognising signs of customer vulnerability and adapting your approach to understand customer needs and provide the right support, particularly during sensitive conversations.
• Accountability & Decision Making – Taking ownership of customer interactions, and proactive in seeking solutions, using sound judgement and available information to make fair, balanced decisions that support positive customer outcomes.
• Customer Centricity & Communication – Understanding customer needs and delivering personalised support, adapting your communication style to provide clear, fair and effective guidance.
• Adaptability & Continuous Learning – Adjusting your approach, priorities and ways of working as customer needs, products and processes evolve, whilst maintaining up-to-date knowledge. In a fast-moving environment, you'll embrace change and remain focused on delivering a great customer experience.
• And any experience of this would be really useful Experience supporting customers whose accounts are in arrears or experiencing financial difficulty.
• Experience working within a regulated financial services environment.
• Knowledge of complaints handling and customer resolution processes.
• Understanding of GDPR and data protection requirements.
• Strong numeracy and literacy skills.
• Experience maintaining detailed and accurate customer records.

ABOUT WORKING FOR US

We're committed to building an inclusive and diverse workplace where everyone can succeed. We welcome different experiences, perspectives and ways of thinking because they help us better serve our customers. We're happy to provide reasonable adjustments throughout the recruitment process and encourage applications from candidates of all backgrounds. We also offer a wide-ranging benefits package, which includes:

• 22 days' holiday, plus bank holidays
• A discretionary annual performance-related bonus.
• Generous pension contribution.
• Private healthcare options.
• Wellbeing support and benefits.
• Colleague discounts and lifestyle benefits.
• Access to learning, development and career opportunities across Lloyds Banking Group.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop. We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference. With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers. Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.