Collections Specialist

updraft.com; Greater London; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonuses

Flexible working arrangements

Job summary

updraft.com is seeking a skilled individual to support customers in financial difficulty through high-quality interactions within their Collections & Recoveries team. The role requires handling sensitive customer conversations and providing empathetic treatment while adhering to regulatory standards.

Ideal candidates will have strong collections expertise, an interest in AI tools, and the ability to work in a fast-paced environment. Benefits include competitive salary, performance bonuses, and flexible working arrangements in a hybrid culture.

Qualifications

• Experience working in Collections & Recoveries within consumer lending or financial services.
• Strong communication skills with the ability to handle sensitive customer conversations professionally.
• Interest in AI tools and process automation.
• Ability to work effectively in a fast-paced environment.

Responsibilities

• Handle inbound and outbound customer conversations related to arrears and repayments.
• Support customers with appropriate repayment solutions based on their circumstances.
• Deliver fair treatment to vulnerable customers in line with regulatory expectations.
• Work closely with Operations and Engineering teams to support improvements.

Skills

Collections experience

Strong communication skills

AI tools usage

Process automation

Proactive approach

Job description

Overview

The role will support Updraft’s treatment of customers in financial difficulty through high-quality, empathetic customer interactions across Collections & Recoveries. The successful candidate will work directly with customers to understand their circumstances, provide appropriate support solutions, and help deliver positive customer and business outcomes within regulatory requirements.

The role covers pre-arrears, collections, recoveries, debt management plans, IVAs, vulnerable customer treatment and general customer service.

We’re looking for someone with strong collections experience who is also confident using AI tools and prompting techniques to improve customer conversations, workflows, and operational efficiency. The successful candidate will help identify opportunities to streamline processes, improve communication quality, and support automation initiatives while remaining hands‑on in customer interactions.

This position is ideal for someone with experience in Collections & Recoveries within consumer lending or financial services, particularly in fast‑paced, technology‑driven environments.

Key Responsibilities

• Handle inbound and outbound customer conversations relating to arrears, repayments, and financial difficulty
• Support customers with appropriate repayment solutions and forbearance options based on their circumstances
• Deliver fair and empathetic treatment to vulnerable customers in line with regulatory expectations
• Manage customer interactions across collections, servicing, debt management plans, and IVAs
• Use AI tools and prompting techniques to improve communication quality, efficiency, and customer outcomes
• Help identify opportunities for automation and process improvement within collections operations
• Work closely with Operations, Product, and Engineering teams to support improvements to customer journeys and internal tooling
• Maintain accurate customer records and ensure all activity is completed compliantly
• Contribute ideas to improve team performance, customer experience, and operational effectiveness

Qualifications

• Experience working in Collections & Recoveries within consumer lending or financial services
• Strong communication skills with the ability to handle sensitive customer conversations professionally and empathetically
• Experience supporting customers in financial difficulty and understanding vulnerable customer treatment
• Interest in AI tools, prompt engineering, and process automation
• Comfortable using technology and learning new systems quickly
• Proactive, hands‑on approach with strong attention to detail
• Ability to work effectively in a fast‑paced environment
• Fintech or digital financial services experience is desirable
• Previous experience with consumer finance, particularly in credit cards, personal loans, or buy‑now‑pay‑later products

Benefits

• Competitive salary and performance-based bonuses
• Flexible working arrangements; we follow a hybrid work culture