Senior Collections Advisor

Abound (Consumer Finance); Milton Keynes; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Equity in company

Hybrid work model

25 holidays + 8 bank holidays

2 volunteering days

1 month sabbatical after 4 years

Employee loan

Free gym membership

Wellness budget

Job summary

Abound (Consumer Finance) seeks an experienced Senior Collections Advisor to balance credit risk and customer outcomes. You will work in a small, growing team in Milton Keynes on a hybrid model requiring 3 days per week in the MK office, with flexibility on the remaining days and a monthly London office visit.

You’ll deal with customers in arrears, apply FCA CONC7 and DPA guidelines, and use Open Banking to assess affordability while setting affordable payment plans and escalating as needed.

Qualifications

• Experience handling customers in arrears with credit products.
• Knowledge of FCA regulation including CONC7 and DPA requirements.
• Awareness of debt solutions such as Payment Arrangements, IVAs, DROs, Breathing Space.
• Understanding customer vulnerability and how to manage it.
• Able to interpret statements and ledgers to resolve queries.
• Familiar with Word, Excel, Teams.

Responsibilities

• Handle multiple live customer chats.
• Make and receive calls from customers needing assistance with loans.
• Support omni-channel communications (web chat, email, SMS, phone).
• Assess affordability using Open Banking software.
• Agree and set affordable payment plans with customers.
• Process actions when customers pursue alternative debt solutions.
• Set promises to pay via digital channels.
• Coordinate with third-party partners (field suppliers, debt collection agencies, insolvency portfolio managers).
• Contribute ideas for continuous improvement.

Skills

Customer facing

FCA regulation

Debt solutions knowledge

Vulnerability awareness

Microsoft Office

Attention to detail

Team player

KPIs/quality assurance

Tools

Open Banking software

Job description

About Abound

We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation.

And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch.

Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us.

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 as part of 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 shows signs of vulnerability.

Who you are

• An experienced Customer facing advisor confident at dealing with customers in arrears with credit products
• Have a good understanding of FCA regulation including CONC7 and DPA requirements
• Have an awareness of the broad range of debt solutions i.e. Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, Breathing Space etc.
• Understands Customer Vulnerability and how to identity and manage
• Comfortable working with statements and ledgers to interpret transactions to help resolve customer queries
• Familiar with Microsoft Office products (Word, Excel, Teams)
• Have a 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 Customer 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 pursing 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
• Hybrid with 3 days a week in the office
• 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
• Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering