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- Tasks: Support customers through financial challenges via voice, chat, and email.
- Company: Jaja Finance is revolutionising consumer finance with tech-driven solutions.
- Benefits: Enjoy flexible hybrid working, competitive salary, private medical cover, and 25+ days annual leave.
- Why this job: Make a real impact in a dynamic team focused on customer service and innovation.
- Qualifications: Experience in financial services and strong communication skills are essential.
- Other info: Join a collaborative culture where your ideas shape the future of finance.
The predicted salary is between 24000 - 36000 £ per year.
About Jaja
Our Mission:Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.
Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple
Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.
We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.
We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.
Why Join Us?
This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!
This is a full-time hybrid role (37.5 hours, Monday-Friday), with two office-based days per week- which you can choose to best suit your schedule.
We’re growing and transforming – and we’re looking for compassionate, confident communicators to join us on this exciting journey. Whether you’re an experienced collections professional or bring customer service experience from a financial setting, your mindset matters most. If you’re eager to learn, motivated to grow, and thrive in a supportive team environment, our excellent training will set you up for success. In this role, you’ll support customers through a variety of financial situations including arrears, overlimit, persistent debt, and vulnerability with empathy and care. The role is split between phone-based activity and live chat functions. If you’re looking to build a career, there’s real opportunity to grow. Our Operations team is full of inspiring success stories, and we’re proud of our strong track record in developing talent. We value team players who embrace change, are curious to learn, and are passionate about delivering exceptional customer experiences.
What You’ll Be Doing:
- Supporting customers across collections channels (chat, phone, email, and written) with empathy and understanding.
- Listening actively and assessing customer situations to agree on sustainable, affordable solutions.
- Tailoring your approach to support vulnerable customers with sensitivity and care.
- Sharing ideas to improve our processes and adapting quickly to change.
- Managing varied workloads and solving problems with confidence and creativity.
- Keeping accurate records in line with company and regulatory standards.
- Sharing customer feedback to help us continuously improve.
- Meeting quality and compliance standards while delivering outstanding service.
- Collaborating with your team to meet goals and support one another.
- Staying informed on products, services, and operational updates.
- Working towards individual and team KPIs and SLAs.
What You’ll Bring:
- Experience in collections or customer service, ideally within credit cards or lending.
- Understanding of financial services regulations related to collections.
- Strong verbal and written communication skills.
- Confidence working in a fast-paced, evolving environment.
- Familiarity with call centre technologies (diallers, customer portals, etc.).
- A proactive mindset – you enjoy solving problems and making things better.
What\’sin it for you?
- The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
- Competitive salary
- Opportunity for flexibility to support work-life balance
- Pension contributions
- Bonus potential
- Private medical cover
- 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- 4x life insurance cover
- Employee assistance program
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Collections Support Agent employer: Jaja Finance
Contact Detail:
Jaja Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Support Agent
✨Tip Number 1
Familiarise yourself with Jaja Finance's mission and values. Understanding their focus on empowering customers and delivering exceptional service will help you align your responses during interviews, showcasing how you can contribute to their goals.
✨Tip Number 2
Brush up on your knowledge of collections regulations and compliance. Being well-versed in these areas will not only boost your confidence but also demonstrate your commitment to maintaining high standards in customer interactions.
✨Tip Number 3
Prepare for role-play scenarios that involve sensitive conversations about financial hardship. Practising how to navigate these discussions will help you feel more comfortable and show your potential employer that you're ready to handle challenging situations with empathy.
✨Tip Number 4
Research common call centre technologies and be ready to discuss your experience with them. Familiarity with tools like diallers and live chat systems will set you apart as a candidate who can hit the ground running in a fast-paced environment.
We think you need these skills to ace Collections Support Agent
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Collections Support Agent. Familiarise yourself with Jaja Finance's mission and values, as this will help you tailor your application to align with their goals.
Highlight Relevant Experience: In your CV and cover letter, emphasise any experience you have in financial services, particularly in collections or customer service roles. Mention specific examples where you've successfully managed customer interactions or resolved financial issues.
Showcase Communication Skills: Since strong verbal and written communication skills are essential for this role, provide examples of how you've effectively communicated with customers in previous positions. This could include handling sensitive conversations or using various communication channels.
Tailor Your Application: Customise your CV and cover letter for the Collections Support Agent position. Use keywords from the job description, such as 'problem solver', 'proactive approach', and 'customer experience', to demonstrate that you are a perfect fit for the role.
How to prepare for a job interview at Jaja Finance
✨Understand the Company Values
Before your interview, take some time to familiarise yourself with Jaja's company values: Care Deeply, Adapt & Thrive, Challenge Everything, Go for it! Own it, Make it Simple. Be prepared to discuss how your personal values align with theirs and provide examples from your past experiences.
✨Showcase Your Customer Service Skills
As a Collections Support Agent, you'll be engaging with customers in sensitive situations. Prepare to share specific examples of how you've successfully handled difficult customer interactions in the past, demonstrating your strong verbal and written communication skills.
✨Demonstrate Problem-Solving Abilities
Highlight your proactive approach to challenges during the interview. Think of scenarios where you identified a problem and implemented a solution, especially in a fast-paced environment. This will show that you're ready to tackle the dynamic nature of the role.
✨Familiarise Yourself with Compliance Regulations
Since knowledge of collections regulations and compliance is essential for this role, brush up on relevant laws and guidelines. Being able to discuss these topics confidently will demonstrate your preparedness and understanding of the industry.