Collections Associate | US

Raylo; Belfast City District; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Career growth

Stock options

Learning budget

Hybrid work

Flexible time off

Parental leave

Childcare support

Job summary

Raylo, Belfast-based US operations team, seeks a Collections Associate to support US customers during night hours, handling arrears, payments, and complex cases with empathy. You will use AI tools to optimise workflows and work with UK and Belfast teams to scale servicing across time zones.

The role requires a rotating 4 days on/off shift including nights and weekends, and offers growth, equity, and hybrid options within the Raylo environment.

Qualifications

• 3+ years of experience in Collections, fintech or consumer finance.
• Live-domain mastery with sharp decision-making and credit risk knowledge.
• Curiosity and modern tool literacy using data and AI.
• Clear, actionable handovers and feedback to team members.
• Commitment to the US night operation with rotating 4 days on/off including nights and weekends.

Responsibilities

• Manage live US customer casework - managing US customer accounts, resolving arrears, setting up payments, and supporting vulnerable customers.
• Handle complex cases and escalations - resolving complex cases, handling escalations, and referring accounts to DCAs when necessary.
• Deliver high-quality customer support across US hours - providing consistent, empathetic support to customers during US hours.
• Leverage operational data and AI tools - using data and AI tools to manage workload and optimize collections workflows.
• Help refine processes and tooling - contributing to the improvement of US collections processes and tooling as the operation scales.
• Collaborate with Belfast operations and wider teams - collaborating with UK and Belfast teams to ensure alignment across credit, risk, and servicing functions.

Skills

3+ years of relevant experience in //

Live-domain mastery

Data & AI literacy

Communication

US night operation commitment

Tools

AI tools

Job description

Before you read on: this role requires shift coverage between 1pm and 5am, including weekends, on a rotating basis, to cover US customer hours. This is a fixed requirement of the role.

Why We Exist

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved.

Our mission is to transform how technology is bought, used and reused - creating better outcomes for customers, brands and the planet.

What We've Built

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value.

We have over $90m ARR, we're profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you're done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app - converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value.

The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We're B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation's Future Fifty.

How We Work

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade.

Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale.

At Raylo, AI is woven into how we work every day. We don't ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren't possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.

We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this?

The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.

We hire to a high bar. You'll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Our Core Values

• Be deeply curious: We thrive on innovation through diverse approaches, views, and people.
• Walk in your customer's shoes: To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
• Focus and execute: We have a big vision, but we believe in nailing the most important problems first.
• Be gritty: Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we're a team through thick and thin.

What to Expect

As a Collections Associate within our new Belfast-based US operations team, you’ll play a key role in supporting our expansion into the US market. Working US hours, you will be on the front lines managing live casework, helping US customers resolve arrears, set up payment arrangements, and handle complex scenarios with empathy and care. You’ll gain hands‑on operational exposure while leveraging AI platforms to optimize workflows and scale servicing effectively across time zones.

This role offers a unique opportunity to help build and establish our US collections operations from the ground up within a high-performance tech environment.

You’ll work closely with your US shift teammates and line manager, managing smooth handovers with the UK team and directly shaping our US servicing processes as our customer base grows.

What You’ll Do

• Manage live US customer casework - managing US customer accounts, resolving arrears, setting up payments, and supporting vulnerable customers.
• Handle complex cases and escalations - resolving complex cases, handling escalations, and referring accounts to Debt Collection Agencies (DCAs) when necessary.
• Deliver high-quality customer support across US hours - providing consistent, empathetic support to customers during US hours.
• Leverage operational data and AI tools - using data and AI tools to manage workload and optimize collections workflows.
• Help refine processes and tooling - contributing to the improvement of US collections processes and tooling as the operation scales.
• Collaborate with Belfast operations and wider teams - collaborating with UK and Belfast teams to ensure alignment across credit, risk, and servicing functions.

You’ll Succeed With

• 3+ years of relevant experience - in Collections, ideally in fintech or consumer finance.
• Live-domain mastery - Collections expertise with sharp decision-making and credit risk knowledge.
• Curiosity and modern tool literacy - Leverage data and AI to optimize workflows and identify risk patterns.
• Communication - Provide clear, actionable handovers and feedback to team members and stakeholders.
• Total commitment to the US night operation - Commit to a rotating 4 days on/off shift pattern, including nights and weekends.

We're not looking for you to meet every point on this job description - if you're excited about this role and think you'd thrive at Raylo, we'd love to hear from you.

• Career Growth: Fast-track your career - 40% of our employees are promoted every review cycle (bi-annually)
• Equity: Stock options for all employees
• Learning & Development: L&D budget to support the skills you value
• Hybrid Working: 3 set days in the London Bridge Office (Monday, Wednesday & Thursday)
• Flexible Time Off: 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Parental Leave: Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months
• Childcare Support: Workplace nursery scheme for major cost savings

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one.

If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.