At a Glance
- Tasks: Support customers in financial difficulty with empathetic conversations and tailored repayment solutions.
- Company: Join Updraft, a fintech leader focused on customer care and innovation.
- Benefits: Enjoy 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 cutting-edge AI tools.
- Qualifications: Experience in Collections & Recoveries and strong communication skills required.
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
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 collections and recoveries, particularly through the use of cutting-edge AI tools, 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 different scenarios. 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 improving operational efficiency.
✨Tip Number 4
Don’t forget to follow up! After your conversations, send a quick thank-you note expressing your appreciation for the opportunity. It’s a simple way to keep yourself top of mind and show your enthusiasm for the role.
We think you need these skills to ace Collections Specialist in London
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 any work with vulnerable customers. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about helping customers in financial difficulty. Share specific examples of how you've used empathy and communication skills in past roles.
Show Off Your Tech Savvy:Since we’re keen on AI tools and process automation, don’t forget to mention any relevant tech experience. Let us know how you’ve used technology to improve customer interactions or streamline processes in your previous jobs.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better. Plus, it shows you’re serious about 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. Understand the different repayment solutions and forbearance options available, especially for vulnerable customers. This will help you demonstrate your expertise and show that you can handle sensitive conversations with empathy.
✨Show Off Your Tech Savvy
Since the role involves using AI tools and prompting techniques, be prepared to discuss your experience with technology. Bring examples of how you've used tech to improve customer interactions or streamline processes in previous roles. This will highlight your ability to adapt and innovate in a fast-paced environment.
✨Practice Empathy in Conversations
Empathy is key in this role, so practice how you would approach difficult conversations. Think about how you can reassure customers in financial difficulty and provide them with the support they need. Role-playing these scenarios can help you feel more confident during the actual interview.
✨Prepare Questions About Process Improvement
Be ready to discuss how you can contribute to process improvements within collections operations. Prepare thoughtful questions about their current practices and suggest ideas based on your experience. This shows that you're proactive and genuinely interested in enhancing the customer journey.
