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 35000 - 45000 £ 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. If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more. Move our mission, and your career, forward.
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
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. Feel free to ask our Talent Acquisition team if you have any questions about this!
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.
Recruitment privacy policy. We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.
Collections Specialist - SME in London employer: Marshmallow
At Marshmallow, we pride ourselves on being an excellent employer, offering a dynamic and supportive work culture that fosters innovation and collaboration. As a Senior Android Engineer in London, you'll benefit from our commitment to employee growth through mentorship and continuous learning opportunities, all while contributing to meaningful projects that empower migrants in the UK. Join us to be part of a team that values your expertise and encourages you to take ownership of your work in a hybrid environment.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Specialist - SME in London
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Marshmallow. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Collections Specialist - SME in London
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Marshmallow.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Marshmallow's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Marshmallow
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Marshmallow.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Marshmallow will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Marshmallow employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
