Collections Specialist

Join Reposit during an exciting phase of growth and play a key role in building scalable collections and recoveries processes from the ground up. As a Collections Specialist, you’ll be the first full-time hire in our new recoveries function, responsible for ensuring outstanding balances are collected in a fair, compliant, and customer-focused way. Working closely with the Operations team, you’ll manage existing payment plans, support customers in resolving arrears, and directly contribute to Reposit’s collections targets. This role offers a unique opportunity to shape how recoveries operate as the business scales.

Key Responsibilities

• Manage a book of accounts with outstanding balances
• Proactively engage customers via phone, email, SMS, and other channels to resolve arrears
• Monitor and manage existing payment plans to ensure successful completion
• Negotiate payment arrangements that balance customer outcomes with business objectives
• Accurately record all customer interactions, decisions, and outcomes
• Identify and escalate high-risk, vulnerable, or complex cases where appropriate
• Work closely with Operations and Product teams to improve recoveries processes and tooling
• Contribute to the development of policies, workflows, and best practices for the recoveries function
• Ensure all activity is compliant with relevant legislation, regulations, and internal policies

About Reposit

Reposit is a fintech company on a mission to improve the rental industry for agents, landlords, and tenants. Our core product is an innovative alternative to costly and outdated tenancy deposits. With Reposit, landlords get more protection, agents reduce admin and earn extra income, and tenants save money upfront - paying just one week’s rent instead of the traditional five-week deposit.

Since launch, we’ve partnered with thousands of estate agents, property managers, and build-to-rent operators nationwide. We also integrate with leading software providers, including tenant referencing and CRM platforms. We are a remote-first company, but we meet monthly in person to work together and socialise.

What’s It Like to Work at Reposit?

We are a lean team building a robust and sustainable business. Not just a hype machine. We care about delivering on Reposit’s mission for our customers. Being a scale-up we need to be agile and move fast. We also understand that it is a marathon that requires patience and resilience to achieve success in the long run.

As a remote-first team, we look for people who are self-motivated, productive and collaborative. We empower team members to take ownership, make decisions, and choose the best way to solve problems. When things don’t work, we learn and move on; no blame.

We value open communication and honest conversations. We hold a weekly all-hands and monthly in-person meetups to stay connected and keep our culture strong.

Although we understand that culture evolves and it can be oversimplifying to codify it into a handful of words, here are some things we look for in all Reposit team members:

• When you engage in doing something, you demonstrate genuine care for the quality of your work, your teammates, and ultimately the success of the business in delivering for customers and achieving its mission.
• You embrace challenge
• You thrive on being challenged and seek opportunities to push yourself. You are a problem solver and enjoy the satisfaction of overcoming obstacles. As a result, you lean towards situations with a level of uncertainty or higher risk and reward.
• You are proactive and self-driven
• You take initiative and don’t require constant guidance or instruction. You are able to anticipate needs and take action before being told.
• You are collaborative
• You work collaboratively within your team and with other teams in the business to achieve the best results in the most efficient way. You are conscious of the impact your work has on others and considerate of their time and responsibilities. You are able to adapt and work well with people who have different communication and work styles.

If this sounds like you, make sure to apply!

What Success Looks Like

• 0–3 Months

• Fully understand current workflows, systems, and recoveries processes
• Develop a solid understanding of Reposit’s business, products, customers, and operating model
• Build relationships across the team, understanding team responsibilities and who to go to for support or escalation
• Accurately action cases in line with processes, SLAs, and compliance requirements
• Apply the correct tone and approach when contacting customers by phone and email
• Understand when and how to escalate sensitive, high-risk, or non-standard cases
• Maintain clear, accurate case notes and documentation
• Develop an understanding of balancing a results-driven mindset with empathy for customers

• Own recoveries cases end-to-end with minimal supervision, ensuring outstanding payments are pursued swiftly and effectively
• Use strong communication and negotiation skills to engage customers and agree appropriate payment solutions
• Balance commercial outcomes with empathy, particularly when supporting vulnerable customers
• Identify patterns (e.g. late payments, recurring issues) and flag risks, bottlenecks, or compliance concerns
• Contribute to improvements in processes and the quality of customer engagement

• Handle more complex or sensitive cases confidently, maintaining timely recoveries and strong customer relationships
• Support best practice in debt recovery, negotiation, and compliance
• Anticipate issues before they escalate and ensure appropriate escalation when necessary
• Provide insights into recovery trends, customer behaviours, and operational performance
• Continue balancing commercial outcomes with fairness and vulnerability considerations

• Own recovery outcomes while meeting targets, shaping process improvements and embedding best practice across the function
• Deliver a minimum 10% improvement in payment plan completion rate within the first 12 months
• Use recoveries data and trends to make practical, data-informed improvements to processes, workflows, or customer engagement
• Handle complex, high-risk, or sensitive cases independently, maintaining compliance, professionalism, and sound judgment under pressure
• Maintain high-quality, compliant case documentation with low levels of rework, complaints, or justified escalations
• Drive timely recovery outcomes while maintaining fair, sustainable customer relationships and appropriate vulnerability considerations

Must-Have Experience

• Previous experience in collections, recoveries, credit control, or arrears management
• Strong customer communication skills, with confidence handling difficult or sensitive conversations across phone and written channels
• Ability to explain obligations clearly while remaining calm, empathetic, and professional
• High attention to detail, with disciplined and accurate documentation of cases and interactions
• Self-motivated and comfortable working independently, managing a book of accounts with minimal supervision
• Sound judgment and emotional intelligence, particularly when identifying vulnerability or escalation risk
• Basic data literacy, including reviewing account histories, identifying trends, and tracking outcomes
• Ability to use data to inform decisions and improve recovery effectiveness
• Strong alignment with compliance and ethical standards, including fair treatment, customer protections, and responsible collections practices
• Experience working in fast-paced, evolving environments with changing processes and priorities (e.g. startups, scale-ups, or new teams within larger organisations)
• Exposure to regulatory or compliance frameworks related to debt recovery, consumer credit, or financial services
• Experience supporting or designing payment plans and monitoring their success over time
• Experience working with a diverse customer base with varying financial circumstances and support needs
• Experience managing AI-assisted customer support tools (e.g. Gradient AI, Intercom Fin, or similar), particularly in optimising prompts, workflows, and content management to improve efficiency, consistency, and customer outcomes

Compensation and Benefits

• Salary range: £30,000–£34,000 (dependent on experience)
• Eligibility for company stock option scheme after 12 months in the company.
• Remote first role with monthly and quarterly meet-ups
• Company equipment including a Macbook Pro, second screen etc, plus a £500 remote work budget to make sure you are set-up with everything you need!
• Hubble Pass - to provide access to office space near you, as required.
• 25 days holiday + bank holidays for the first 2 years, adding 1 additional day per year until 28 days.