Remote-Ready Customer Service & Forbearance Specialist

Selina Finance Limited; United States; Remote; USD 47,000 - 54,000; Full time

Benefits offered by this job

25 days' annual leave

Health Cash Plan

Volunteering allowance

Growth Shares

Annual L&D budget

Cycle to work scheme

3% pension contribution

Monthly socials

Mental health support access

Job summary

Selina Finance Limited is seeking a Customer Service & Collections Specialist in Manchester to own arrears, forbearance, and recoveries journeys end to end. You’ll design, document, and improve how customers move through these processes while supporting day-to-day servicing inquiries.

Role involves coaching junior staff, QA support, and potential supervisory growth as the team expands. Strong background in arrears or recoveries and FCA-regulated lending is essential.

Qualifications

• 2+ years in Collections, forbearance or FCA-regulated consumer lending.
• Outstanding active listening and communication skills for difficult conversations.
• Experience making forbearance decisions and improving collections journeys.
• Comfort with household financial figures and explaining repayment plans clearly.
• Proficient with modern CRM systems and MS Office.

Responsibilities

• Own solutions-focused collections and forbearance journeys end to end.
• Contact customers with missed payments and review income/expenditure.
• Propose and set up affordable repayment plans in line with regulations.
• Monitor ongoing arrangements and provide updates to leadership.
• Support QA and coach junior team members to improve outcomes.
• Triage escalations and reduce formal complaints where possible.

Skills

Regulated environment experience

Empathy and communication

Decision making & ownership

Numeracy and budgeting

CRM systems (Salesforce)

Tools

Salesforce

Job description

Selina Finance Limited is seeking a Customer Service & Collections Specialist in Manchester to own arrears, forbearance, and recoveries journeys end to end. You’ll design, document, and improve how customers move through these processes while supporting day-to-day servicing inquiries.

Role involves coaching junior staff, QA support, and potential supervisory growth as the team expands. Strong background in arrears or recoveries and FCA-regulated lending is essential.