Collections & Financial Wellbeing Specialist

Kroo Bank Ltd; Manchester; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

25 days holiday + bank holidays + bank

Volunteer program

Mental health support

Workplace pension

MacBook laptop

Home office setup support

Central Manchester office

Cycle to Work scheme

Electric Car scheme

Enhanced parental leave

Room to grow

Family health coverage

Job summary

Kroo Bank Ltd, a fintech lender in Manchester, is seeking a Collections Specialist to lead first-line Lending Operations, focusing on arrears management and customer outcomes. The role reports to the Collections and Financial Wellbeing Team Manager and sits within a growing, mission-driven team.

The ideal candidate will bring experience in consumer credit, strong communication skills and a proactive mindset to shape lending operations and drive risk-aware decisions.

Qualifications

• 2 years of experience with consumer credit products
• Experience with arrears, collections and vulnerability processes is highly desirable
• Good knowledge of consumer credit practices and FCA regulation
• Able to work in a fast-paced fintech environment

Responsibilities

• Communicate with customers via in-app chat, email and telephone
• Support arrears, forbearance/collections and vulnerability procedures; own delivery
• Manage loan lifecycle events on a day-to-day basis
• Assist in shaping Lending Operations and support senior leaders
• Prepare reports on key metrics
• Coordinate with underwriting and policy teams to align strategy and risk

Skills

Arrears/collections

Vulnerability procedures

Customer communication

FCA regulations knowledge

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, then please apply.

The Kroo is growing and we’d love to hear from you if you’re interested in joining us on our journey!

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 Bank, 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.

To all Recruitment Agencies:

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.