Collections Agent (Hybrid)

TN United Kingdom; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company redefining finance! As a Collections & Recoveries Specialist, you'll be part of a supportive team dedicated to helping customers navigate their financial challenges. Your role will involve making calls to discuss repayment plans, managing account queries, and providing tailored support to vulnerable customers. With a hybrid working model, you’ll enjoy flexibility while contributing to a culture that values diversity and inclusion. This is your chance to make a meaningful impact in a dynamic environment that truly cares about its people.

Benefits

Flexible Working Hours

Work from Abroad Option

Inclusive Workplace Culture

Qualifications

• Experience in a customer-focused environment, ideally in debt recovery.
• Familiarity with FCA regulations and data protection principles.

Responsibilities

• Make outbound calls to discuss repayment of borrower’s outstanding arrears.
• Handle inbound calls regarding account queries and disputes.

Skills

Customer Service Experience

Debt Recovery Knowledge

Communication Skills

Microsoft Office Proficiency

Empathy and Compassion

Education

Experience in Customer-Focused Environment

FCA Regulation Familiarity

Tools

Dialler System

Microsoft Outlook

Microsoft Excel

Microsoft Word

Job description

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Our Story

Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020, and we launched Zopa Bank — a bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our offerings at [website link]. We’re incredibly proud of our achievements, and none of it would be possible without our amazing team. It’s not just industry awards we’re winning; we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently, and are driven to make an outsized impact, you’ll thrive here at Zopa. Join us and make it count. Want to see us in action? Follow us on Instagram @zopalife.

The Collections & Recoveries Team

This team is a specialist group within Zopa's highly regarded customer services, assisting with the initial stages of borrower arrears to maximise recovery of new arrears cases.

We are looking for Collections & Recoveries Specialists to join the team. You will be joining a friendly and supportive group who are our Customer Champions, dedicated to caring for our customers and reflecting that commitment in everything they do.

Shift Details:

• Monday - Friday: 08:00 - 16:30
• 09:00 - 17:30
• 10:00 - 18:30
• 11:30 - 20:00

This is a hybrid role, requiring one day per week in our London Bridge office, usually on a Wednesday.

A Day in the Life

• Making outbound calls through a dialler system to discuss repayment of borrower’s outstanding arrears
• Receiving inbound calls regarding account queries, handling disputes, taking payments, and setting arrangements
• Responding to customer and third-party emails
• Administrative work dealing with correspondence from third parties such as debt management companies and insolvency practitioners
• Completing and reviewing income and expenditure forms to agree realistic payment plans based on borrower affordability
• Signposting borrowers with financial difficulties to not-for-profit debt agencies
• Talking with Vulnerable customers, discussing their circumstances, and providing relevant assistance and support tailored to their needs

About You

• You will have previous experience working in a customer-focused environment, ideally in a debt recovery or collections role
• Previous experience in Auto/Motor recovery is a plus but not essential
• You will be familiar with FCA regulation, data protection, and anti-money laundering principles
• You will have excellent oral and written communication skills
• You will be punctual and flexible in adapting to changing environments based on role requirements
• You must be confident in using Microsoft Office applications such as Outlook, Excel, and Word
• You are friendly and empathetic
• You are an excellent team player who can work independently and adapt well to change
• You are compassionate, grounded, logical, and objective; able to follow through on difficult decisions

Flexible Working

At Zopa, we value flexible ways of working. Our teams work in a hybrid manner, from our UK offices and from home, at a frequency that suits the team and the work. You’ll also have the option of working from abroad for up to 120 days a year, subject to having the right to work in the country of choice.

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. We believe that diversity of experience, perspectives, and backgrounds leads to better products and a richer company culture. We are made up of nearly 50 nationalities, have a DE&I forum, and are committed to inclusive hiring practices. Please let us know if you require any reasonable adjustments.