Collections and Recoveries Executive

Zego; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading insurance company in Greater London seeks a Collections and Recoveries Executive dedicated to supporting customers facing payment difficulties. Responsibilities include engaging with customers in arrears, providing empathetic financial solutions, and accurately recording interactions. A successful candidate will have experience in collections and excellent communication skills. The company values teamwork and offers a hybrid work model, ensuring flexibility and support for work-life balance while emphasizing continuous learning and personal development.

Benefits

Market-competitive salary

Private medical insurance

Company share options

Generous holiday allowance

Wellbeing benefits

Qualifications

• Experience in collections, arrears, or financial support roles.
• Excellent communication skills, especially during sensitive conversations.
• Strong attention to detail when reviewing financial information.

Responsibilities

• Support customers in arrears via phone, email, and live chat.
• Provide forbearance solutions like payment plans.
• Accurately record customer interactions in internal systems.

Skills

Experience in collections, arrears, financial support

Strong understanding of treating customers fairly

Excellent communication skills

Strong attention to detail

Ability to manage multiple cases

Tools

CRM systems

Collections/loan management tools

Job description

About Zego

At Zego, we understand that traditional motor insurance holds good drivers back. It's too complicated, too expensive, and it doesn't reflect how well you actually drive. Since 2016, we’ve been on a mission to change that by offering the lowest-priced insurance for good drivers.

From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We’ve sold tens of millions of policies, raised over $200 million in funding, and picked up numerous awards, including Employer of the Year 2025 at The Insurance Post Awards.

Purpose of the Role

As a Collections and Recoveries Executive, you’ll play a critical role in supporting customers who are experiencing payment difficulties, with a strong focus on helping them maintain their insurance cover wherever possible. You’ll work directly with borrowers who are in arrears or at risk of falling behind, offering empathetic, compliant, and practical support.

This role is central to delivering Zego’s commitment to customer care, vulnerability awareness, and responsible lending. You’ll balance commercial outcomes with customer wellbeing, ensuring all interactions meet regulatory standards and treat customers fairly.

What you’ll be working on

• Supporting customers in arrears or financial difficulty via phone, email, and live chat
• Proactively contacting customers who have missed or are at risk of missing repayments
• Assessing customer circumstances to identify vulnerability or hardship
• Providing forbearance solutions, such as payment plans, temporary payment reductions, or deferrals, in line with policy and regulation
• Clearly explaining repayment options, consequences, and next steps in a calm and supportive manner
• Reviewing customer income, expenditure, and supporting documentation to inform fair outcomes
• Accurately recording customer interactions, decisions, and agreements in internal systems and CRM tools
• Working closely with Customer Service, Finance and Compliance teams to ensure consistent and compliant outcomes
• Escalating complex or high-risk cases appropriately
• Supporting continuous improvement of arrears and hardship processes

What you’ll need to be successful

• Experience in collections, arrears, forbearance, or financial support roles (lending, credit, utilities, telecoms, or insurance backgrounds all welcome)
• Strong understanding of treating customers fairly, vulnerability, and hardship support
• Excellent communication skills, with the ability to handle sensitive conversations confidently and empathetically
• Strong attention to detail and accuracy when reviewing financial information and recording outcomes
• Ability to balance customer care with business and regulatory requirements
  Comfortable working in a fast-paced environment and managing multiple cases
• Experience using CRM systems or collections / loan management tools

What it’s like to work at Zego

Zego has a truly international and inclusive team, unified by great ideas and collaborative thoughtfulness. Our people are the most important part of our story, and everyone plays an essential role in our journey. We value empathy, integrity, and curiosity, especially when supporting customers through challenging moments.

There’s plenty of room to learn and grow through ongoing training, exposure to subject‑matter experts, and opportunities to develop within our expanding lending function.

How we work

We believe teams work best when they have time to collaborate and space to get things done, we call it Zego Hybrid.

You’ll mostly work from home, with quarterly meet‑ups in our London or Halifax offices. We cover the costs for company‑wide events (three per year) and provide a hybrid contribution to support additional travel. It’s a balance designed to support both collaboration and flexibility.

Our approach to AI

We believe in the power of AI to meaningfully improve how we work, helping us move faster, think differently, and focus on what matters most. At Zego, we encourage curiosity and responsibility in how AI is used to support better outcomes for our customers and teams.

This is your chance to do meaningful work that genuinely helps people, and we’ll give you the tools, support, and freedom to do it well.

Benefits

We reward our people well. Join us and you'll get a market‑competitive salary, private medical insurance, company share options, generous holiday allowance, and a whole lot of wellbeing benefits. And that's just for starters.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status. If you need any support with your application please get in touch with us on [e-mail]