At a Glance
- Tasks: Support customers in financial difficulty with empathetic conversations and effective repayment solutions.
- Company: Join Updraft, a forward-thinking fintech company focused on customer care.
- 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
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, all within a dynamic and fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Specialist
✨Tip Number 1
Get to know the company! Research Updraft and understand their values, especially how they treat customers in financial difficulty. This will help you tailor your conversations during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since the role involves handling sensitive customer conversations, try role-playing with a friend or family member. This will help you feel more confident and prepared for those tricky discussions.
✨Tip Number 3
Show off your tech-savvy side! Be ready to discuss your experience with AI tools and how you've used them to improve customer interactions. This is a big plus for Updraft, so make sure to highlight it!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Collections Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in Collections & Recoveries. We want to see how you've handled sensitive customer conversations and provided support solutions in the past. Don’t forget to mention any tech-savvy skills, especially with AI tools!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about helping customers in financial difficulty. Share specific examples of how you've delivered empathetic treatment and improved customer outcomes in previous roles.
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your application reflects your strong communication skills. We love candidates who can convey complex information clearly and handle sensitive topics with care.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Updraft
✨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.
