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, strong communication skills, and a passion for technology.
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
- 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
- Competitive salary and performance-based bonuses
- Flexible working arrangements; we follow a hybrid work culture
Collections Specialist in London employer: updraft.com
At Updraft, we pride ourselves on being an exceptional employer that values empathy and innovation in the financial services sector. Our hybrid work culture promotes flexibility, allowing you to balance your professional and personal life while contributing to meaningful customer interactions. With a focus on employee growth, we offer opportunities to enhance your skills in AI tools and process automation, ensuring you thrive in a fast-paced, technology-driven environment.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Specialist in London
✨Tip Number 1
Get to know the company inside out! Research Updraft’s values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since the role involves handling sensitive customer conversations, role-play with a friend or use AI tools to simulate customer interactions. This will boost your confidence and help you respond empathetically.
✨Tip Number 3
Show off your tech-savviness! Be ready to discuss how you've used AI tools or automation in previous roles. Highlighting your experience with technology will set you apart and align with Updraft’s focus on operational efficiency.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you note expressing your appreciation for the opportunity. It’s a simple way to keep the conversation going and remind them of your enthusiasm for the role.
We think you need these skills to ace Collections Specialist in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Collections & Recoveries. We want to see how your skills align with the role, so don’t be shy about showcasing your relevant achievements!
Showcase Your Empathy:Since this role involves supporting customers in financial difficulty, it’s crucial to demonstrate your empathetic approach. Share examples of how you've handled sensitive conversations in the past – we love to see that human touch!
Highlight Your Tech Savvy:We’re keen on candidates who are comfortable using AI tools and technology. Mention any experience you have with these tools or how you’ve used tech to improve customer interactions. It’ll definitely catch our eye!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
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. Understand the key processes, especially around vulnerable customer treatment and repayment solutions. This will help you answer questions confidently and show that you're well-prepared for the role.
✨Showcase Your Empathy Skills
Since the role involves handling sensitive conversations, be ready to demonstrate your empathetic approach. Think of examples from your past experiences where you successfully supported customers in financial difficulty. This will highlight your ability to connect with customers on a personal level.
✨Get Familiar with AI Tools
As the job requires using AI tools and prompting techniques, do some research on how these can enhance customer interactions. Be prepared to discuss any experience you have with technology in collections, and share ideas on how you could leverage AI to improve processes.
✨Prepare for Process Improvement Discussions
The role involves identifying opportunities for automation and process improvement. Think about past experiences where you've contributed to streamlining operations. Be ready to share specific examples and your thoughts on how you could bring similar improvements to Updraft.
