Collections & Financial Wellbeing Specialist

Kroo Bank Ltd; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days annual leave

Personal days

Volunteer program

Mental health support

Workplace pension (5% employee, 3% top

Top-notch equipment

Job summary

Kroo Bank Ltd in Manchester is seeking a resourceful Collections Specialist to lead first-line lending operations and deliver financial wellbeing for customers. You will report to the Collections and Financial Wellbeing Team Manager and help shape how we manage arrears and vulnerabilities.

Ideal candidates bring 2+ years in consumer credit, strong knowledge of collections processes, and the ability to work in a fast-growing fintech with a collaborative, outcome-driven culture.

Qualifications

• Experience with arrears, collections and vulnerability procedures.
• Knowledge of consumer credit practices and FCA regulation is desirable.
• Minimum 2 years in consumer credit roles.
• Positive attitude and willingness to learn.
• Experience in a startup environment is a plus.
• Experience establishing lending operations in fintech/banking contexts.

Responsibilities

• Communicate with customers via in-app chat, email and phone.
• Support arrears, forbearance and collections procedures; ensure delivery.
• Manage loan lifecycle events day-to-day.
• Help shape Lending Operations under senior stakeholders.
• Produce reports on key metrics.
• Collaborate with underwriting and lending policy teams to improve risk appetite.

Skills

Arrears handling

Collections experience

Vulnerability procedures

Consumer credit knowledge

FCA regulation knowledge

Startup environment

Team collaboration

Education

2 years consumer credit experience

Tools

CRM systems

In-app chat tools

Email/phone support

Job description

What We're All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers.

We're helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

How you'll contribute

We're searching for a resourceful and enthusiastic Collections Specialist, who will take a leading role in establishing the First Line Lending Operations function. We want to provide financial wellbeing for our customers and this role will be key to delivering that. Reporting will be directly to the Collections and Financial Wellbeing Team Manager.

The lending team at Kroo plays a key role in helping us to achieve our mission. You'll have a chance to influence how we do things. If you're ambitious, passionate about the consumer credit industry and eager to create something from scratch,

About You

While not essential, the following experience and qualifications are highly desirable in our ideal candidate for this position:

Here's what you'll be doing

• Communicate directly with customers via in-app chat, email and telephone
• Support the implementation of arrears, forbearance/collections and vulnerability procedures; take ownership of the successful delivery
• Play a central role in the day-to-day management of loan lifecycle events
• Help shape the Lending Operations function and supporting the Head of Business Operations and Head of Lending
• Produce reports on key metrics
• Liaise with the underwriting and lending policy teams to improve overall strategy and risk appetite

Here's what we are looking for ideally

• Strong knowledge of 1st line processes, including experience with arrears, collections and vulnerability procedures
• Good knowledge of consumer credit practices and relevant FCA regulation
• 2 years experience working with consumer credit products as minimum
• Positive attitude and willing to learn
• Have worked at a start-up before
• Have experience establishing lending operations in a fintech, bank or lending business

About Our Process

We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:

• People screen and quiz interview - 45 mins
• Technical interview challenge with the hiring manager - 1 hour (Optional - face to face interview in the London office or via google meet)
• Head of Division interview - 45 mins (Optional - face to face interview or via google meet)

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

What we offer

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central Manchester.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we’re dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

Hybrid Working

At Kroo, we have a hybrid/ flexible policy that gives both individuals and teams a lot of freedom when it comes to using the office space to boost productivity. Our Manchester office is a great resource when used effectively. So, candidates who can occasionally come to the office are a good fit for how we work right now. Keep in mind that this job involves working from 9 am to 5:30 pm, Monday to Friday, with a mix of remote and office work, so you won’t need to be on-site all the time and regular commuting expenses to your designated office will not be reimbursed. We will move to a shift pattern as the collections team expands.

Diversity and Inclusion

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.