Empathetic Collections & Forbearance Specialist

Selina Finance | Certified B Corp™; Manchester; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Health Cash Plan

Growth Shares

Cycle to work scheme

Employee assistance / mental health

Job summary

Selina Finance, a next-generation digital lender in the UK, seeks a highly empathetic Customer Service & Collections Specialist in Manchester. You will own arrears, forbearance, and recovery journeys, designing and improving processes while coaching junior colleagues.

The role blends hands-on servicing with process enhancement to deliver fair outcomes. You will work across secured and unsecured products, supporting QA and maintaining a strong focus on regulatory compliance and customer-centric

Qualifications

• Experience in FCA-regulated consumer lending environments (secured/unsecured).
• Outstanding active listening and communication skills with empathy.
• Experience making forbearance decisions and improving customer journeys.
• Comfort with household financial figures and explaining repayment details clearly.
• Strong hands-on experience with CRM systems and standard productivity tools.

Responsibilities

• Proactively contact customers with missed payments to understand their circumstances.
• Conduct income and expenditure reviews to set up realistic budgets.
• Propose and set up affordable repayment plans and forbearance arrangements.
• Own forbearance toolkit, decision framework, and customer communications.
• Monitor repayment arrangements and maintain proactive contact to support financial health.
• Map and improve end-to-end arrears journeys from first missed payment to resolution.
• Lead quality assurance checks and ensure compliance with FCA and GDPR.

Skills

Regulated environment experience

Communication & empathy

Decision making & ownership

Problem solving & numeracy

Systems familiarity (CRM)

Tools

Salesforce

Office productivity suites

Job description

Selina Finance, a next-generation digital lender in the UK, seeks a highly empathetic Customer Service & Collections Specialist in Manchester. You will own arrears, forbearance, and recovery journeys, designing and improving processes while coaching junior colleagues.

The role blends hands-on servicing with process enhancement to deliver fair outcomes. You will work across secured and unsecured products, supporting QA and maintaining a strong focus on regulatory compliance and customer-centric