Customer and Loans Accounts Administrator

VARGO Group; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading financial services company is looking for a Customer and Loan Account Administrator in London. This role requires strong communication and customer service skills to manage loan applications and relations effectively. The ideal candidate will be proficient in using CRM software such as HubSpot and Excel for data management. Responsibilities include underwriting, managing customer accounts, and promoting business through word-of-mouth. A proactive, detail-oriented approach, as well as strong teamwork abilities, are essential for success in this position.

Benefits

Friendly working environment

Opportunities for professional growth

Qualifications

• Fluent in writing English with excellent social and communication skills.
• Previous experience in loan management or a related field is preferred.
• Ability to adapt to various financial software and tools.

Responsibilities

• Manage loan applications and customer inquiries daily.
• Provide personalized customer emails and guidance throughout the loan process.
• Collaborate with team members to enhance the loan process.

Skills

Proficiency in loan software and CRM systems

Strong communication skills

Time management

Customer service skills

Team collaboration

Tools

HubSpot

Microsoft Excel

Job description

Job Title

Customer and Loan Account Administrator

Position Type

Full-time

Department

Loan Operation and Underwriting

Supervisor/To Report To

Customer and loan Account Manager

Supervisor Name

Essiya Muzumu

Location

London

About Us

Adage Credit is a mission‑driven consumer lender operating as a social enterprise dedicated to championing financial inclusion in the UK. We focus specifically on bridging the gap for individuals and communities who are significantly underserved by traditional banks and mainstream lending companies.

Our core purpose is to provide accessible and responsible financial solutions, particularly for those at the grassroots level and within minority ethnic groups who experience systemic exclusion from the financial system. We offer short‑term personal loans (typically from £100 to £1,000) that serve as a fair alternative for immediate financial needs.

By combining ethical lending practices with a deep commitment to community support, Adage Credit empowers our customers to manage their finances effectively, access credit responsibly, and take steps toward long‑term financial stability.

Skills and Experience required

Strong, dynamic positive person with a can‑do approach, and interest in the financial or risk industries with a long‑lasting, successful career.

Enthusiastic individual to join our team as a Customer and Loan Account Assistant Manager to join our friendly and growing business.

Expected to be a strong communicator with good interpersonal skills, be proficient in using CRM software, and have a keen interest in the consumer credit industry.

The role involves underwriting, managing customers, loan applications, answering calls, and providing excellent customer service and utilizing tools such as HubSpot and Microsoft excel.

Duties

Responsible of loans and customers in the Birmingham.

Day‑to‑day managing consumer loans and repayment process, including conducting pre‑analysis, checking consumer credibility and trustworthiness, data entry, customer point verification (CPV), and reviewing affordability in line with the customer credit policy and procedures.

Daily, weekly and monthly analysis and reporting on senior manager on all loan completions and new loans.

Promote the business to friends and family using word‑of‑mouth, and encouraging customers to bring prospect clients.

Onboarding Customers

• Review and respond to new loan applications promptly.
• Follow procedure to determine whether to make a loan to a customer.
• Approved loan applications in line with the underwriting Manager.
• Interview loan applicants, understand their needs, collect and review information, and define eligibility for loan application decision.
• Assist digital shy’s clients in completing open banking and access portal procedures.
• Respond to customer queries and provide guidance throughout the loan application process, and resolve any loan‑related issues.

Additional Onboarding Tasks

• Establish customer loan payment plans based on individual circumstances.
• Advice customer on next steps.
• Rejected loan applications and explain deficiencies to applicants.
• Support and guide rejected customers on building credit profile, use of benefit calculator, and money advice.

Customer Relations

• Interact with customers on a daily basis to address inquiries and provide assistance.
• Follow up with customers who have incomplete applications or late payments.
• Document key traits of declined customers for future reference.
• Utilize HubSpot or other CRM to deliver personalized customer emails with advice and latest offers.
• Manage client accounts, loan accounts, and payment accounts efficiently.

CRM

• Use CRM for effective customer relationship management and communication.
• Collaborate with the team to integrate marketing efforts with the CRM system.

Team Collaboration

• Work closely with team members to share updates and information regarding loan applications.
• Contribute ideas and perspectives to enhance the loan process and customer experience.

Goal Achievement

• Meet set goals and targets related to loan applications and customer satisfaction.
• Contribute to the overall success of loans issued by the company.

Job Requirements and Soft Skills Necessary

• Proficiency in loan software and CRM systems.
• Previous experience in loan management or a related field.
• Ability to set up or plan to do list.
• Strong time management, organizational, and negotiation skills.
• Excellent social and communication skills, both verbal and written.
• Ability to adapt to various financial software and tools.
• Fluent in writing English, Microsoft Excel for data reporting and analysis.
• Knowledge and understanding of HubSpot CRM preferred.
• Interest or experience in the loan industry is beneficial.
• Excellent team collaboration and good motivational skills.
• Prospecting and segmenting customers, direct and internal Marketing skills.

Attributes

• Proactive and detail‑oriented approach to work.
• Self‑motivated with a strong focus on achieving goals.
• Excellent organizational and time management skills.
• Ability to work effectively in a close‑knit team environment.