Junior Collections & Customer Relations Associate in London

Lendwise is a London-based, FCA-regulated peer-to-peer (P2P) lending platform specializing in Education Finance. We are a Fintech business with a mission-driven team dedicated to funding the ambitions of individuals pursuing professional qualifications and postgraduate education.

The Role

We are seeking a hardworking, dynamic, and versatile individual to join our growing team in a dual-capacity role. This position is designed for a junior professional looking to build a career in a leading Company by working in two critical areas of our operations. The primary focus of this role is within our Collections & Recoveries team, where you will ensure the ongoing health and stability of our loan portfolio. In addition to this core responsibility, you will also be involved in General Customer Relations, serving as a professional point of contact for our borrowers. You will be the bridge between providing an exceptional customer experience and maintaining high recovery standards.

Responsibilities

• Collections & Recoveries (Primary Focus)
• Arrears Management: Resolve arrears by contacting customers to negotiate repayment plans and optimize loan recovery.
• Recovery Strategy: Use innovative communication tools to maintain high recovery rates while upholding the "Treating Customers Fairly" principle.
• Operational Execution: Assist in refining collection strategies and implementing loan restructuring outcomes via our operations platform.
• Account Reporting: Maintain accurate records and report on account statuses to ensure transparency across the team.
• Primary Contact: Serve as a point of contact for inquiries via phone and email, ensuring a "top-notch" service experience.
• Platform Support: Effectively communicate product information and policies to help customers navigate the platform.
• Collaborative Solutions: Work with internal departments to resolve customer concerns and suggest improvements to the borrower journey.

What Are We Looking For

• Versatility: You must be able to pivot seamlessly between friendly customer support and firm, professional debt recovery.
• Communication: Exceptional verbal and written English; you should be as comfortable with difficult phone negotiations as you are with professional emails.
• Previous Experience: In a similar role in Collections and/or Customer Relations within a financial services organization.
• Analytical Mindset: Comfortable with numbers and data, with required proficiency in MS Office (especially Excel).
• Education: Undergraduate degree desirable (Finance, Law, or Business backgrounds are a plus).
• Regulatory Awareness: An interest in the FCA-regulated environment and data protection (GDPR).
• Problem Solving: A logical approach to resolving conflicts and finding "win-win" solutions for the company and the customer.
• Proactive: A "self-starter" attitude toward process improvement.

What we offer

• Salary: Up to £30,000 p.a. depending on experience and qualifications.
• Annual Leave: 25 days of paid holiday plus bank holidays.
• Birthday Leave: 1 additional paid day off to celebrate your birthday.
• Sick Pay: Company paid sick leave scheme to support you when you’re unwell.
• Health & Wellbeing: Private medical insurance.