Senior French-Speaking Collections Specialist (Remote)

Northreach; Greater London; Remote; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Fully remote work option

West London office access

Job summary

Northreach is seeking a Senior Customer Experience Specialist to join a growing team in the financial services sector. You will resolve overdue accounts with empathy, coach junior colleagues, and help shape customer journeys, including opportunities to leverage automation and AI.

This role is fully remote with a West London office option and requires UK residence. You will focus on clients in French-speaking Europe, delivering a compliant, customer-first experience while meeting performance

Qualifications

• Proven debt collection experience within financial services.
• Experience in a multi-channel contact centre or collections environment.
• Experience working in an FCA-regulated environment.
• Excellent written and verbal communication in English and French.
• Ability to manage multiple customer interactions across digital channels.
• Coaching and supporting newer team members.

Responsibilities

• Engage with customers across email, SMS, live chat and phone with a professional, empathetic experience.
• Primarily serve clients based in French-speaking European countries.
• Manage inbound enquiries and help resolve outstanding accounts.
• Negotiate suitable repayment plans reflecting customers' financial situations.
• Ensure compliance with legislation, regulatory requirements and internal policies.
• Identify opportunities to improve the customer experience using insights from interactions.
• Coach and support newer team members while managing your own caseload.
• Support process improvements and the use of automation/AI in workflows.

Skills

French language

English language

Debt collection

Multichannel support

Regulatory compliance

Coaching

Process improvement

AI/Automation familiarity

Job description

Northreach is seeking a Senior Customer Experience Specialist to join a growing team in the financial services sector. You will resolve overdue accounts with empathy, coach junior colleagues, and help shape customer journeys, including opportunities to leverage automation and AI.

This role is fully remote with a West London office option and requires UK residence. You will focus on clients in French-speaking Europe, delivering a compliant, customer-first experience while meeting performance