Operations Asociate | Collections

Story Terrace Inc.; Belfast City District; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Fast-track your career

Childcare Support

Parental Leave

Flexible Time Off

Hybrid Working

Learning & Development

Equity

Healthcare

Device Lease

Job summary

Raylo is seeking a Collections Associate to join our Belfast-based Operations team, helping UK customers manage accounts and arrears. You’ll handle payment arrangements, calls, chats and emails, balancing firm resolution with empathy to protect Raylo’s recurring revenue.

Around 80% of time is customer-facing, with collaboration across teams to improve workflows and outcomes. This fast-paced role offers growth in fintech collections.

Qualifications

• 3+ years of relevant experience in Collections, fintech or consumer finance.
• Strong credit risk knowledge and decision-making.
• Proficiency with data tools and AI to optimize workflows.
• Clear, actionable handovers and stakeholder communication.

Responsibilities

• Manage live customer casework – UK accounts, arrears, payment arrangements, and device returns.
• Handle complex cases and escalations.
• Deliver high-quality customer support across phone, chat and email.
• Leverage operational data and AI tools to manage workload and optimize workflows.
• Help refine processes and tooling as the operation evolves.
• Collaborate with Operations and wider teams across the business.

Skills

Collections experience

Credit risk knowledge

Data & AI literacy

Communication

Job description

Why We Exist

The world is moving away from rigid ownership models in favour of more flexible, affordable access. Yet the $1.5 trillion device market has barely moved.

Our mission is to transform how technology is bought, used and reused - creating better outcomes for customers, brands and the planet.

What We've Built

Raylo is the subscription infrastructure that enables leading electronics brands, including PlayStation, HP and Dyson, to move from one-off device sales to recurring subscription programmes that increase conversion, deepen loyalty and capture more lifetime value.

We have over $90m ARR, we're profitable, growing fast, with over a quarter of a million subscriptions across consumers and small businesses. Customers trust us too, with a 4.5/5 Trustpilot rating from more than 20,000 reviews.

For customers, the experience is simple: subscribe to a device, get support throughout, upgrade when you want, and return it when you're done. Behind that sits an AI-powered operating system that executes and manages device subscriptions end to end: credit and fraud decisioning, lifecycle operations, and the financing engine that enables brands to run subscription programmes at scale.

Brands can unlock a powerful new growth engine with Raylo across embedded checkout, Raylo.com and the customer app - converting more DTC customers, reaching subscription-first demand, and driving repeat upgrades that compound customer lifetime value.

The impact of our circular model is big. We cut emissions per device by around 50% compared to buy-and-discard. We're B Corp certified, backed by Macquarie, NatWest and Channel 4 Ventures, and recognised by Tech Nation's Future Fifty.

How We Work

AI is changing what small, ambitious teams can build. Companies that embrace it will define the next decade.

Raylo is uniquely placed to benefit. We combine proprietary technology and data with the orchestration of physical assets, operating across credit, fraud, pricing, logistics, refurbishment, resale and customer care. With AI improving every cycle, our moat deepens with scale.

At Raylo, AI is woven into how we work every day. We don't ration access or hedge our bets. Our people use the best models and tools, and we expect them to do things that weren't possible a year ago. Processes that used to be good enough are being rebuilt. Teams are replacing spreadsheets with bespoke tooling, and anyone can query our data layer in plain English and get a real answer in seconds.

We give every team their own hackathon: a chance to step back, start with a blank sheet, and ask: if we were starting today, how would we do this?

The more we automate, the more human judgement matters. AI gives people back time, and we expect them to spend it on the things no model can replicate: conversations, trust, craft and team judgement.

We hire to a high bar. You'll work with people who push you, raise your game and expect you to do the same. We want every person at Raylo to do the best work of their lives, and enjoy doing it.

Our Core Values

• Be deeply curious: We thrive on innovation through diverse approaches, views, and people.
• Walk in your customer's shoes: To build the best products and make the best decisions for the long term, we must figure out what our customers need, not just what they want.
• Focus and execute: We have a big vision, but we believe in nailing the most important problems first.
• Be gritty: Only gritty teams succeed. Our individual ownership, passion, and perseverance mean we're a team through thick and thin.

What to Expect

As a Collections Associate, you’ll join our Belfast-based Operations team, playing a key role in helping UK customers manage their accounts and resolve arrears. You’ll be on the front lines of our collections operation, supporting customers across phone, chat and email, setting up payment arrangements and handling more complex situations with empathy, care and consistency.

Around 80% of your time will be customer-facing, giving you the opportunity to make a real impact on the customer experience while helping protect Raylo’s recurring revenue and device base. You’ll manage live casework, using AI-powered tools and technology to work efficiently, improve workflows and deliver the best possible outcomes for our customers.

This is a hands-on role in a fast-paced, high-performance tech environment, where you’ll have the opportunity to build your collections expertise while contributing to how we evolve and scale our operations.

You’ll work closely with your teammates and line manager, collaborating across the wider business to ensure customers receive a fair, consistent and supportive collections experience.

What You'll Do

• Manage live customer casework – managing UK customer accounts, resolving arrears, setting up payment arrangements and supporting customers with the return of Raylo devices.
• Handle complex cases and escalations – resolving complex or sensitive cases, handling escalations and identifying when additional support or intervention is needed.
• Deliver high-quality customer support – providing consistent, empathetic support to customers across phone, chat and email.
• Leverage operational data and AI tools – using data and AI tools to manage your workload effectively and optimise collections workflows.
• Help refine processes and tooling – contributing ideas and helping improve Collections processes and tooling as the operation continues to evolve.
• Collaborate with Operations and wider teams – working closely with your Belfast teammates, line manager and stakeholders across the wider business to ensure alignment across collections, credit, risk and servicing functions.

You’ll Succeed With

• 3+ years of relevant experience - in Collections, ideally in fintech or consumer finance.
• Live-domain mastery - Collections expertise with sharp decision-making and credit risk knowledge.
• Curiosity and modern tool literacy - Leverage data and AI to optimize workflows and identify risk patterns.
• Communication - Provide clear, actionable handovers and feedback to team members and stakeholders

We're not looking for you to meet every point on this job description - if you're excited about this role and think you'd thrive at Raylo, we'd love to hear from you.

Opportunities & Benefits

• Fast-track your career – 40% of our employees progress every review cycle (bi-annually)

• Childcare Support: Workplace nursery scheme for major cost savings
• Parental Leave: Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months
• Flexible Time Off: 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Hybrid Working: 4 set days in the Belfast office
• Learning & Development: L&D budget to support the skills you value
• Equity: Stock options for all employees
• Healthcare: Private Medical Insurance
• Device Lease: Exclusive Raylo device lease for employees

Hiring Process

We move quickly and we'll aim to give you the best candidate experience possible. It starts with a 15-minute call — no prep needed. If there's a fit, we move fast, every stage has a purpose, and we'll tell you what we're looking for at each one.

If there's anything we can do to support you through the process, whether that's adjustments or anything else, please let us know.

*As an FCA-regulated business, we conduct background checks (DBS and AML) on all successful candidates who are offered a position at Raylo during the onboarding process.

Diversity & Inclusion at Raylo

At Raylo, we celebrate diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome people of all backgrounds, experiences, and perspectives, believing they make us stronger.