Senior Collections Advisor

Abound; Milton Keynes; Hybrid; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a Senior Collections Advisor to join their expanding team in Milton Keynes. This hybrid role combines remote flexibility with in-office collaboration, allowing you to engage directly with customers while ensuring fair outcomes based on individual circumstances. You will utilize your expertise in customer service and FCA regulations to support clients in managing their credit effectively. With a commitment to continuous improvement, you will contribute to a culture of excellence and innovation. Join this mission-driven firm and help make affordable loans accessible to more people while enjoying a range of attractive perks.

Benefits

Equity ownership

25 days holiday plus 8 bank holidays

2 paid volunteering days

One month paid sabbatical after 4 years

Employee loan

Free gym membership

Salary sacrifice scheme for electric vehicles

Team wellness budget

Qualifications

• Experience in customer-facing roles dealing with credit products.
• Understanding of FCA regulations and debt solutions.

Responsibilities

• Handle customer inquiries via multiple channels including phone and chat.
• Assess customer affordability and set payment plans.

Skills

Customer service

Attention to detail

FCA regulation knowledge

Debt solutions awareness

Analytical thinking

Tools

Microsoft Office

Dialler software

Job description

About the role

We’re on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state-of-the-art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders.

We have two parts of our business. On the consumer side, we have Abound. Abound has proven that our approach works at scale, with over £300 million lent to date. While other lenders only look at your credit score, we use Open Banking to look at the full picture – what you earn, how you spend, and what’s left at the end.

On the B2B side, we have Render. Render is our award-winning software-as-a-service platform that allows Abound to make better, less risky lending decisions. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We’re taking Render global so that more companies, from high-street banks to other fintechs, can offer affordable credit to their customers.

We're looking for an experienced individual to fill the role of Senior Collections Advisor. This position requires an important balance of both credit and conduct risk as we focus on delivering the right outcomes for our customers based on their individual circumstances, always.

You will be working alongside a small but rapidly expanding team in our Milton Keynes office. This is a hybrid role requiring 3 days per week in our Milton Keynes office with flexibility on the other 2. There will also be a requirement to attend our central London office once a month (fully expensed).

The ideal candidate will have excellent attention to detail and be comfortable following documented procedures consistently ensuring that all customers are treated fairly and receive the appropriate outcomes. Tasks also include updating account details, maintaining accurate records, and escalating cases to senior staff if necessary. There will also be a requirement to identify and support customers who may show signs of vulnerability.

Who you are

• An experienced customer-facing advisor confident at dealing with customers in arrears with credit products.
• A good understanding of FCA regulation including CONC7 and DPA requirements.
• An awareness of the broad range of debt solutions i.e., Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, Breathing Space, etc.
• Understanding of customer vulnerability and how to identify and manage it.
• Comfortable working with statements and ledgers to interpret transactions to help resolve customer queries.
• Familiar with Microsoft Office products (Word, Excel, Teams).
• Very strong attention to detail and a high regard for consistency.
• A strong team player who will help as required to deliver tasks within the team SLAs.
• Familiar with KPIs and targets and quality assurance requirements.

What you'll be doing

• Handling multiple live customer chats.
• Receiving and making telephony calls from customers requiring assistance with their loans.
• Supporting our omni channels i.e., live web chat, email, SMS, and phone (inbound and outbound) including dialler software.
• Assessing customer affordability using our industry-leading Open Banking software.
• Agreeing and setting affordable payment plans with customers.
• Processing on our systems when customers advise they are pursuing alternative debt solutions.
• Setting promises to pay received through digital channels.
• Dealing with third-party partners i.e., field suppliers, debt collection agencies, insolvency portfolio managers.
• Thinking analytically and giving suggestions and ideas as part of continuous improvement.

What we offer

• Everyone owns a piece of the company - equity.
• 25 days’ holiday a year, plus 8 bank holidays.
• 2 paid volunteering days per year.
• One month paid sabbatical after 4 years.
• Employee loan.
• Free gym membership.
• Save up to 60% on an electric vehicle through our salary sacrifice scheme with Loveelectric.
• Team wellness budget to be active together - set up a yoga class, a tennis lesson, or go bouldering.