Empathetic Collections & Forbearance Specialist

Selina Finance Limited; Manchester; Hybrid; GBP 35,000 - 40,000; Full time

Benefits offered by this job

£35,000–£40,000 gross per annum

25 days' annual leave

Bank holidays

Health Cash Plan

Volunteering allowance

Growth Shares

Annual L&D budget

Cycle to work scheme

3% pension contribution

Monthly socials

Mental health support access

Job summary

Selina Finance Limited in Manchester is seeking a Customer Service & Collections Specialist to own arrears, forbearance, and recovery journeys across secured and unsecured products. You will drive end-to-end improvements, coach junior staff, and support QA while handling day-to-day servicing inquiries.

The role requires 2+ years in a regulated lending environment, strong empathy, and experience shaping collections processes.

Qualifications

• Regulated environment experience: 2+ years in collections/forbearance within FCA-regulated lending.
• Strong communication and empathy for challenging conversations.
• Decision making and ownership of forbearance processes or customer journeys.
• Numeracy and ability to explain repayment plans clearly.
• Hands-on experience withCRM tools such as Salesforce.

Responsibilities

• Proactively contact customers with missed payments to understand circumstances.
• Review income and expenditure to set realistic budgets.
• Propose affordable repayment plans and forbearance arrangements.
• Hold forbearance decision mandate and escalate complex cases.
• Monitor repayment plans and maintain proactive customer contact.
• Map and improve end-to-end arrears journeys from first missed payment to resolution.
• Use technology to reduce manual effort and improve outcomes.
• Own the forbearance toolkit, decision framework, and customer communications.
• Build arrears MI and present trends to leadership.
• Identify vulnerable customers and tailor support accordingly.
• Ensure QA, compliance with FCA, GDPR, and MCOB standards.
• Collaborate with managers to balance workload and service levels.
• Act as primary omnichannel contact for customers via phone, email, and web chat.

Skills

Collections experience

Forbearance

CRM systems

Vulnerability awareness

Tools

Salesforce

Job description

Selina Finance Limited in Manchester is seeking a Customer Service & Collections Specialist to own arrears, forbearance, and recovery journeys across secured and unsecured products. You will drive end-to-end improvements, coach junior staff, and support QA while handling day-to-day servicing inquiries.

The role requires 2+ years in a regulated lending environment, strong empathy, and experience shaping collections processes.