At a Glance
- Tasks: Own complex arrears cases and deliver tailored repayment solutions.
- Company: Join Marshmallow, a forward-thinking company making migration easy.
- Benefits: Flexible working, competitive bonuses, and personal development budgets.
- Other info: Inclusive culture with excellent career progression opportunities.
- Why this job: Make a real impact while supporting your colleagues in their growth.
- Qualifications: Experience in collections and strong communication skills required.
The predicted salary is between 29700 - 36300 £ per year.
About Marshmallow
We exist to make migration easy. A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way. A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.
What you'll be doing
- Take ownership of the most complex, sensitive, or high-risk arrears cases, including vulnerability, affordability challenges, and escalated complaints.
- Deliver tailored, sustainable repayment solutions aligned to Consumer Duty and FCA expectations.
- Act as a subject matter expert for complex forbearance, vulnerability handling, and judgement-based decision making.
- Provide structured coaching and day-to-day development support to less experienced colleagues, including 1:1s, case reviews, and live or near-live feedback.
- Support the onboarding and development of new starters, helping them build confidence and consistency in regulated customer interactions.
- Act as a point of escalation for complex case queries, sense checking decisions and outcomes before they are finalised.
- Review colleague cases and interactions to identify learning opportunities and quality improvements.
- Analyse trends in arrears performance, broken arrangements, QA findings, and complaints to highlight risks and improvement opportunities.
- Work closely with Team Leaders, QA, and Compliance to reinforce standards and close capability gaps.
Who You Are
- A confident, credible collections professional recognised for strong judgement and decision making.
- Comfortable supporting and coaching colleagues earlier in their careers.
- Able to give clear, constructive feedback that improves performance and quality.
- Calm and empathetic when handling complex or sensitive customer situations.
- Highly organised, able to balance individual case ownership with supporting others.
- Trusted by peers and leaders as a go-to expert.
- Curious and improvement focused, spotting patterns and acting on them.
- Strong advocate for fair customer outcomes and regulatory compliance.
What we're looking for from you
- Significant experience in regulated collections, credit control, or debt recovery.
- Demonstrated success handling complex, vulnerable, or high-risk arrears cases.
- Strong understanding of FCA requirements, Consumer Duty, and Vulnerable Customer guidance.
- Experience supporting the development of less experienced colleagues.
- Excellent communication and influencing skills.
- Strong written skills for case notes, feedback, and customer communications.
- Confidence analysing QA insight and identifying improvement opportunities.
- Preferred but not essential experience in insurance, motor finance, or claims-based recoveries.
Performance Measures
Role success in this role is measured through a combination of quantitative and qualitative metrics to ensure effectiveness in both debt recovery and customer experience. Key performance indicators (KPIs) include:
- Quality Assurance: High QA outcomes on specialist cases and measurable improvement in colleague quality following support.
- Customer Outcomes: Fair, sustainable arrangements and reduced escalations.
- Compliance: Zero material regulatory breaches.
- Capability Uplift: Clear evidence of improved judgement and confidence among supported colleagues.
- Team Contribution: Positive influence on standards, knowledge sharing, and continuous improvement.
Perks of the job
- Flexible working - Spend 2 days per week with your team in our new collaborative London office.
- Competitive bonus scheme - designed to reward and recognise high performance.
- Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want.
- Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years.
- Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office.
- Mental wellbeing support – Access therapy and mental health sessions through Oliva.
- Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us to further your skillset.
- Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches.
- Medical cash plan - To help you with the costs of dental, optical and physio (plus more!).
- Tech scheme - Get the latest tech for less.
- Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!
Our Process
We break it up into a few stages:
- Initial call with our Talent Acquisition Manager (approx. 25 mins via Zoom).
- Technical Interview with our Head of Collections + 1 other team member (60 minutes).
- Final Culture Interview (1 hour).
Background checks
As part of our commitment to maintaining a safe and trustworthy environment, we’ll carry out standard background checks, including a DBS and a Cifas check. These help ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct. If anything of concern is identified, it may affect your eligibility for certain roles or services.
Diversity and Inclusion
Everyone belongs at Marshmallow. We want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias. We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications. We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.
Collections Specialist - SME employer: Marshmallow
Marshmallow is an exceptional employer, offering a dynamic work environment where innovation and growth are at the forefront. With a strong focus on employee development, you will have access to personal budgets for training and resources, alongside flexible working arrangements that promote a healthy work-life balance. Our collaborative London office fosters a supportive culture, ensuring that every team member can thrive while contributing to our mission of becoming a leading financial services provider.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Specialist - SME
✨Tip Number 1: Tap Into Professional Networks
The finance world loves a good connection, so jump into industry-specific groups on platforms like LinkedIn where you can find discussions on financial controlling. Engaging in these communities can expose you to hidden job leads that aren't openly advertised!
✨Tip Number 2: Attend Finance Events and Conferences
Make it a mission to attend finance-related events and conferences, even virtual ones! This is a golden opportunity to network face-to-face with people from companies like Marshmallow. You never know who might be your next boss or a crucial contact!
✨Tip Number 3: Showcase Your Expertise
Consider writing articles or sharing insights related to financial controlling or industry trends. Publish these on platforms like LinkedIn to establish yourself as a knowledgeable player in the field. This not only increases your visibility but also catches the attention of recruiters from Marshmallow.
✨Tip Number 4: Apply Directly on Company Websites
Since you're going for a full-time gig, don't forget to keep an eye on the careers page of companies you're interested in, like Marshmallow. Many companies prefer candidates who apply through their website as it shows genuine interest and makes your application stand out!
We think you need these skills to ace Collections Specialist - SME
Some tips for your application 🫡
Show Off Your Numbers Game:In financial controlling, detail is everything! Make sure your CV showcases your proficiency with numbers—highlight any relevant experience in budgeting, forecasting, or working with financial software. Quantifying your past achievements will make you stand out, so don’t be shy about flaunting those impressive percentages or cost savings you've implemented.
Tailored Cover Letter is Key:Your cover letter is a chance to shine, especially for a full-time role. Use it to express your genuine interest in Marshmallow and the specific impact you hope to make in financial controlling. Mention any relevant qualifications or experiences that align with the company’s goals, and don’t forget to show that you're ready for a long-term commitment!
Certifications Matter:List relevant certifications such as ACCA or CIMA on your CV. These qualifications not only showcase your dedication to the field but also your technical competence in financial principles. If you have any ongoing training or courses, make sure to mention those as well to demonstrate your commitment to continual learning in financial controlling.
Don’t Overlook Soft Skills:While numbers are crucial, so are those soft skills! Financial controllers need strong communication and analytical reasoning abilities. We recommend embedding examples of these skills in your CV and cover letter, like how you’ve successfully delivered financial reports to stakeholders or collaborated with teams to improve processes. Let’s show Marshmallow how you can be a team player!
How to prepare for a job interview at Marshmallow
✨Brush Up on Technical Skills
Make sure you're comfortable with key financial concepts, especially around forecasting, budgeting, and variance analysis. Sometimes, interviewers may throw in technical questions or case studies, so practicing these types of scenarios will help you shine!
✨Showcase Your Financial Acumen
If you've had experience with specific financial software like SAP or Oracle, make it known! Be ready to discuss how you used these tools to improve processes or reporting, as this hands-on knowledge can really set you apart in a full-time role with Marshmallow.
✨Know Your Numbers
In full-time interviews, especially in financial controlling, be prepared for numerical reasoning tests or questions. Brush up on your mental maths and understand how to interpret and analyse financial statements on the spot, as this may come up during the assessment.
✨Connect with Company Goals
Familiarise yourself with Marshmallow's financial objectives and any recent developments. During the interview, try to weave your understanding of their business model and challenges into your answers—this shows your genuine interest and alignment with their goals!
