Collections & Financial Wellbeing Specialist in Manchester

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet. Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

We’re searching for a resourceful and enthusiastic Collections Specialist, who will take a leading role in establishing the First Line Lending Operations function. We want to provide financial wellbeing for our customers and this role will be key to delivering that. Reporting will be directly to the Collections and Financial Wellbeing Team Manager. The lending team at Kroo plays a key role in helping us to achieve our mission. You’ll have a chance to influence how we do things. If you’re ambitious, passionate about the consumer credit industry and eager to create something from scratch, then please apply. The Kroo is growing and we’d love to hear from you if you’re interested in joining us on our journey!

While not essential, the following experience and qualifications are highly desirable in our ideal candidate for this position:

• Strong knowledge of 1st line processes, including experience with arrears, collections and vulnerability procedures
• Good knowledge of consumer credit practices and relevant FCA regulation
• 2 years experience working with consumer credit products as minimum
• Positive attitude and willing to learn
• Have worked at a start-up before
• Have experience establishing lending operations in a fintech, bank or lending business

Here’s what you’ll be doing:

• Communicate directly with customers via in-app chat, email and telephone
• Support the implementation of arrears, forbearance/collections and vulnerability procedures; take ownership of the successful delivery
• Play a central role in the day-to-day management of loan lifecycle events
• Help shape the Lending Operations function and supporting the Head of Business Operations and Head of Lending
• Produce reports on key metrics
• Liaise with the underwriting and lending policy teams to improve overall strategy and risk appetite

What we offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We support our employees in giving back to our community with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop.
• Modern office: Access to our modern, bustling workspace in Central Manchester.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: Our Electric Car scheme makes it easy for our employees to reduce their carbon footprint.
• Enhanced parental leave: We offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: We’re dedicated to providing our employees with room to grow and excel.
• Full healthcare for you and your nuclear family via Vitality.
• Hybrid Working: We have a hybrid/flexible policy that gives both individuals and teams freedom when using the office space.

Diversity and Inclusion: We uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank.

To all Recruitment Agencies: At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees.