Empathetic Collections Specialist - Hybrid (Manchester)

Jaja Finance; Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Pension contributions

Annual bonus

Private medical cover (Vitality)

25 days annual leave

Birthday day off

Life insurance

Employee assistance program

Job summary

Jaja Finance in Manchester is seeking a Collections Support Agent to join our Operations team. This hybrid role combines chat, phone support and proactive outreach to help customers resolve arrears, overlimit and vulnerability with empathy.

You'll work 2 days per week in the office, with the rest remote, and contribute to KPI-driven goals while upholding regulatory standards. We offer a competitive salary and a supportive environment to grow in consumer finance.

Qualifications

• Experience in collections or customer service, ideally within credit cards or lending.
• Understanding of financial services regulations related to collections.
• Strong verbal and written communication skills.
• Confidence working in a fast-paced, evolving environment.
• Familiarity with call centre technologies (diallers, portals, etc.).

Responsibilities

• Supporting customers across collections channels (chat and phone) with empathy and understanding.
• Listening actively and assessing customer situations to agree on sustainable, affordable solutions.
• Tailoring your approach to support vulnerable customers with sensitivity and care.
• Sharing ideas to improve our processes and adapting quickly to change.
• Managing varied workloads and solving problems with confidence and creativity.
• Keeping accurate records in line with company and regulatory standards.
• Sharing customer feedback to help us continuously improve.
• Meeting quality and compliance standards while delivering outstanding service.
• Collaborating with your team to meet goals and support one another.
• Staying informed on products, services, and operational updates.
• Working towards individual and team KPIs and SLAs.

Skills

Collections experience

Customer service

Verbal & written communication

Empathy in interactions

Call centre tools

Tools

Diallers & portals

Job description

Jaja Finance in Manchester is seeking a Collections Support Agent to join our Operations team. This hybrid role combines chat, phone support and proactive outreach to help customers resolve arrears, overlimit and vulnerability with empathy.

You'll work 2 days per week in the office, with the rest remote, and contribute to KPI-driven goals while upholding regulatory standards. We offer a competitive salary and a supportive environment to grow in consumer finance.