At a Glance
- Tasks: Support customers in financial difficulty with empathetic conversations and tailored repayment solutions.
- Company: Join a forward-thinking fintech company focused on customer care and innovation.
- Benefits: Enjoy a competitive salary, performance bonuses, and flexible hybrid working arrangements.
- Other info: Fast-paced environment with opportunities for process improvement and career growth.
- Why this job: Make a real difference in people's lives while utilising AI tools to enhance customer interactions.
- Qualifications: Experience in Collections & Recoveries and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
The role will support Updraft’s treatment of customers in financial difficulty through high-quality, empathetic customer interactions across Collections & Recoveries. The successful candidate will work directly with customers to understand their circumstances, provide appropriate support solutions, and help deliver positive customer and business outcomes within regulatory requirements. The role covers pre-arrears, collections, recoveries, debt management plans, IVAs, vulnerable customer treatment and general customer service. We’re looking for someone with strong collections experience who is also confident using AI tools and prompting techniques to improve customer conversations, workflows, and operational efficiency. The successful candidate will help identify opportunities to streamline processes, improve communication quality, and support automation initiatives while remaining hands-on in customer interactions. This position is ideal for someone with experience in Collections & Recoveries within consumer lending or financial services, particularly in fast-paced, technology-driven environments.
Key Responsibilities
- Handle inbound and outbound customer conversations relating to arrears, repayments, and financial difficulty
- Support customers with appropriate repayment solutions and forbearance options based on their circumstances
- Deliver fair and empathetic treatment to vulnerable customers in line with regulatory expectations
- Manage customer interactions across collections, servicing, debt management plans, and IVAs
- Use AI tools and prompting techniques to improve communication quality, efficiency, and customer outcomes
- Help identify opportunities for automation and process improvement within collections operations
- Work closely with Operations, Product, and Engineering teams to support improvements to customer journeys and internal tooling
- Maintain accurate customer records and ensure all activity is completed compliantly
- Contribute ideas to improve team performance, customer experience, and operational effectiveness
Qualifications
- Experience working in Collections & Recoveries within consumer lending or financial services
- Strong communication skills with the ability to handle sensitive customer conversations professionally and empathetically
- Experience supporting customers in financial difficulty and understanding vulnerable customer treatment
- Interest in AI tools, prompt engineering, and process automation
- Comfortable using technology and learning new systems quickly
- Proactive, hands-on approach with strong attention to detail
- Ability to work effectively in a fast-paced environment
- Fintech or digital financial services experience is desirable
- Previous experience with consumer finance, particularly in credit cards, personal loans, or buy-now-pay-later products
Benefits
- Competitive salary and performance-based bonuses
- Flexible working arrangements; we follow a hybrid work culture
Collections Specialist employer: updraft.com
At Updraft, we pride ourselves on being an exceptional employer that values empathy and innovation in the financial services sector. Our supportive work culture fosters professional growth through flexible working arrangements and a commitment to employee development, while our focus on technology and AI tools empowers Collections Specialists to enhance customer interactions and streamline processes. Join us in making a meaningful impact on customers facing financial difficulties in a fast-paced, dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Specialist
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those who work at Updraft or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Practice makes perfect! Role-play common interview scenarios with a friend or family member. Focus on how you’d handle sensitive customer conversations, as this is key for a Collections Specialist role.
✨Tip Number 3
Show off your tech skills! Be ready to discuss how you've used AI tools or other tech in previous roles. This will demonstrate your ability to adapt and improve processes, which is super important for us at Updraft.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Collections Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Collections Specialist role. Highlight your experience in collections and recoveries, especially in consumer lending or financial services. We want to see how your skills align with our needs!
Showcase Your Communication Skills:Since this role involves handling sensitive customer conversations, it’s crucial to demonstrate your strong communication skills. Use examples from your past experiences where you’ve successfully supported customers in financial difficulty.
Emphasise Your Tech Savviness:We’re keen on candidates who are comfortable using AI tools and technology. Mention any relevant experience you have with these tools and how you've used them to improve customer interactions or streamline processes.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at updraft.com
✨Know Your Collections Inside Out
Make sure you brush up on your collections and recoveries knowledge. Be ready to discuss your previous experiences in handling sensitive customer conversations, especially with vulnerable customers. Highlight specific examples where you've successfully supported customers in financial difficulty.
✨Show Off Your Tech Savvy
Since the role involves using AI tools and prompting techniques, be prepared to talk about your experience with technology in collections. Share any instances where you've used tech to improve communication or streamline processes. This will show that you're not just a people person but also a forward-thinker.
✨Empathy is Key
Demonstrate your ability to handle sensitive situations with empathy. Prepare to discuss how you approach difficult conversations and provide fair treatment to customers in distress. Use real-life examples to illustrate your empathetic approach and how it led to positive outcomes.
✨Be Proactive and Solution-Oriented
During the interview, express your proactive mindset by discussing how you've identified opportunities for process improvements in past roles. Talk about any ideas you have for enhancing customer journeys or operational efficiency at Updraft, showing that you're ready to contribute from day one.
