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- Tasks: Support SME owners with financial difficulties through calls and written communication.
- Company: Funding Circle helps small businesses thrive by providing fast, hassle-free finance solutions.
- Benefits: Enjoy hybrid working, private medical insurance, fitness discounts, and a supportive workplace culture.
- Why this job: Make a real impact on small businesses while developing your career in a diverse environment.
- Qualifications: Experience in high-volume call environments and strong organisational skills are essential.
- Other info: Join a team that values diversity and offers a flexible work-life balance.
The predicted salary is between 26000 - 39000 £ per year.
We are looking for a Collections Executive in our Collections Team. The Collections & Recoveries team carry out all debt collection procedures with their own unique approach that is defining the collections culture in the peer-to-business market.
Salary: £32,500
Who are we? We're Funding Circle. We back small businesses to succeed. At Funding Circle, we believe the world needs small businesses. That's why we've made it our mission to help them get the finance they need to grow. With more than a decade of expertise under our belt, we've built a game-changer of a platform with cutting-edge data and technology that's reshaping the landscape of SME lending. Say goodbye to lengthy applications and hello to lightning-fast decisions! In just minutes, SMEs across the UK can get a decision, giving them access to competitive funding in a flash.
We know that good business is about good people. So we pride ourselves on providing meaningful, human support as well as fast, hassle-free processes to deliver an unbeatable customer experience.
The role involves:
- Supporting SME business owners who are facing financial difficulties over the telephone and via written communication to effectively understand the cause, diagnosis and prognosis of their businesses' financial situation, negotiating an outcome which is appropriate for both the borrower and our Investors.
- Building rapport with our Borrowers to understand their needs and expectations, meeting these consistently through commitment to our quality framework delivering an outstanding service.
- Providing support to our small business customers and protecting our investor returns, managing accounts with a strong focus on cash collection and aged debt clearance, always trying to minimise loans defaulting.
- Recognising opportunities to further aid our borrowers, taking the initiative to identify and implement the best solutions.
- Handling Borrower dissatisfaction in an appropriate and professional manner and adhering to our complaints/escalation process.
- Complying with all appropriate regulatory and FCA guidelines which are pertinent to Borrowers, Colleagues and Investors.
- Proactively problem solving, identifying and confidently mitigating any risks, issues or control weaknesses that arise in your day-to-day.
What we're looking for:
- Strong experience of working in a high volume call environment; inbound or outbound.
- Experience of working in a KPI driven environment and working towards targets and SLAs.
- Empathetic with the ability to have difficult conversations in a professional manner.
- Organised with great attention to detail, and the ability to use multiple systems.
- A motivated and deadline-driven individual with the ability to work under pressure whilst maintaining the quality of work.
At Funding Circle we are committed to building diverse teams so please apply even if your past experience doesn't align perfectly with the requirements.
Why join us? At Funding Circle, we celebrate and support the differences that make you, you. We're proud to be an equal-opportunity workplace and affirmative-action employer. We truly believe that diversity makes us better.
As a flexible-first employer we offer hybrid working at Funding Circle, and we've long believed in a 'best of both' approach to in-office collaboration and non-office days. We expect our teams to be in our London office three times a week, where you can take advantage of our newly refurbished hybrid working space, barista made coffee and subsidised lunches (via JustEat) every day!
We back our Circlers to build their own incredible career, making a difference to small businesses every day. Our Circler proposition is designed to support employees both in and out of work, and it is anchored around four pillars: Health, Wealth, Development & Lifestyle.
A few highlights include:
- Health: Private Medical Insurance through Aviva, Dental Insurance through Bupa, MediCash, access to free online therapy sessions and exclusive discounts with Hertility for reproductive health support.
- Wealth: Octopus Money Coach, free mortgage advisor partnership and discounts across numerous retailers through Perks at Work.
- Development: Dedicated annual learning allowance and full access to internal learning platform.
- Lifestyle: Wellhub (for fitness discounts), Electric Car Scheme and more!
And finally, we have award winning parental leave policies supporting parents through enhanced maternity, partner and adoption leave, as well as additional leave for parental bereavement and for fertility treatments.
Ready to make a difference? We'd love to hear from you.
Customer Service Specialist - Funding Circle employer: Funding Circle
Contact Detail:
Funding Circle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist - Funding Circle
✨Tip Number 1
Familiarise yourself with the collections process and the specific challenges faced by SMEs. Understanding their financial struggles will help you empathise better during conversations, making it easier to build rapport and negotiate effectively.
✨Tip Number 2
Practice handling difficult conversations. Role-play scenarios where you might need to discuss sensitive financial issues with borrowers. This will prepare you to maintain professionalism and empathy under pressure, which is crucial for this role.
✨Tip Number 3
Get comfortable with using multiple systems and tools that are commonly used in customer service roles. Being tech-savvy will allow you to manage accounts efficiently and focus on cash collection without getting bogged down by technical difficulties.
✨Tip Number 4
Research Funding Circle's values and mission. Understanding their commitment to supporting small businesses will not only help you align your answers during interviews but also demonstrate your genuine interest in contributing to their goals.
We think you need these skills to ace Customer Service Specialist - Funding Circle
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and collections. Emphasise any roles where you managed high volumes of calls or worked towards KPIs, as these are key aspects of the role at Funding Circle.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping small businesses and your understanding of their financial challenges. Mention specific examples of how you've successfully navigated difficult conversations or resolved customer issues in the past.
Showcase Your Skills: Clearly outline your skills that align with the job description, such as empathy, organisation, and problem-solving abilities. Use bullet points to make this information easy to read and impactful.
Research Funding Circle: Familiarise yourself with Funding Circle's mission and values. Reference their commitment to supporting small businesses in your application to demonstrate your alignment with their goals and culture.
How to prepare for a job interview at Funding Circle
✨Understand the Company Culture
Before your interview, take some time to research Funding Circle's values and mission. Understanding their commitment to supporting small businesses will help you align your answers with their culture during the interview.
✨Prepare for Empathetic Conversations
As a Customer Service Specialist, you'll need to handle difficult conversations with borrowers. Practice scenarios where you demonstrate empathy and professionalism, ensuring you can navigate sensitive topics with ease.
✨Showcase Your Problem-Solving Skills
Be ready to discuss specific examples of how you've identified and resolved issues in previous roles. Highlight your proactive approach to problem-solving, as this is crucial for managing borrower dissatisfaction effectively.
✨Familiarise Yourself with KPIs
Since the role involves working in a KPI-driven environment, brush up on key performance indicators relevant to customer service. Be prepared to discuss how you've met or exceeded targets in past positions, demonstrating your ability to thrive under pressure.
