Senior Arrears & Financial Difficulty Associate

What’s Yonder?

“It\’s as if Time Out, Amex and Monzo had a baby” – Will T, Yonder Member

We’re building the financial membership of the future. Starting with a credit card that has fun and experiences at its core, we’re the antithesis to your parents’ stuffy, corporate, boring credit card.

Whilst tech is revolutionising the finance industry, credit is still stuck in the stone ages. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone.

We\’ve raised an additional £23.4M in September 2024 to grow our team, launch even better rewards and fast-track our expansion outside the UK.

Sounds cool. What’s my part in this?

Over the last year we\’ve added a free membership tier, hundreds of new independent partners around the country, and countless product improvements. We\’ve maintained a 4.6 TrustPilot rating and are the number one ranked credit card with Smart Money People. Our customers really love us (and we love them back… hi!).

We’re looking for a Senior Arrears & Financial Difficulty Associate to be a key player in shaping the future of how we support members in financial difficulty. As the first dedicated hire in this space , you’ll work closely with our Escalations Manager Antony to ensure our approach to arrears is empathetic, effective, and fair while keeping our operations running smoothly.

You’ll have a hands-on role in monitoring, improving, and refining our Arrears and Financial Difficulty processes, as well as a strategic influence in shaping policies , optimising performance , and ensuring we’re always delivering best in class support.

This isn’t your typical Arrears and Financial Difficulty role. You won’t just be speaking to our members, you’ll be spotting trends, enhancing customer journeys, improving operational efficiency, and ensuring compliance with regulatory requirements .

If you’re passionate about supporting customers through financial difficulty , love solving complex operational challenges , and geek out over refining processes to create seamless experiences , we’d love to chat.

What you’ll do

Here’s a flavour of what your typical week could look like:

• Keep a pulse on our Arrears & Financial Difficulty process – Monitor and assess our processes, ensuring they’re efficient, fair, compliant, and driving great customer outcomes.
• Quality assurance – Review accounts and interactions with our team to ensure we’re delivering best in class support. We work with a third-party for our Arrears and Financial Difficulty cases, so this means working closely with them and working together to identify areas for improvement as well.
• Test, tweak, improve – Dive into the customer journey for Arrears and Vulnerable Customers to identify friction points and opportunities for improvement.
• Spot trends before they’re problems – Monitor performance data and customer interactions to identify trends, flag issues, and suggest improvements.
• Handle the operational nuts and bolts – You’ll manage Debt Management Programmes, payment reconciliations, handling incoming mail and post, and all the other important details that keep things running smoothly.
• Solve problems in real-time – Step in to assist our members when required because we’re a team, and we get things done together.

You\’re a great fit if you

Get energised by supporting customers with Financial Difficulty and Vulnerabilities with an eye for Excellence – Ideally, you’ve worked in a fintech, bank, or fast-moving startup and know the ins and outs of supporting customers through difficult life stages. You want to make Yonder’s approach to Arrears and Financial Difficulty the gold standard .

Can balance empathy with business needs – You genuinely care about helping people, but you also understand the importance of keeping Yonder financially healthy.

Love Proactive Problem-Solving in a Fast-Paced Environment – You take ownership, anticipating issues before they arise and refining processes along the way. In a fast-paced environment like Yonder, you confidently juggle multiple priorities without missing a beat.

Are Experienced in Financial Regulations with a Passion for Compliance – You have a strong grasp of industry regulations and best practices. You are a compliance enthusiast, you keep yourself informed and are always looking to deepen your expertise.

Communicate with clarity and confidence – Whether it’s talking to customers, collaborating with teams, or sharing insights, you’re great at making complex things simple.

Have a growth mindset and a drive to expand your knowledge – There’s tons of room to grow in this role and at Yonder, so if you’re eager to develop your skills, take on new challenges, and help shape the future of our Arrears & Financial Difficulty support, you’ll thrive here.

You won’t be a great fit if you

See Arrears and Financial Difficulty as just chasing payments – We’re here to support our members through their challenges. If you’re all about the bottom line, this isn’t the role for you.

Prefer rigid processes over continuous improvement – We’re always testing, tweaking, and evolving. If you like things set in stone, you might find our pace frustrating.

Aren’t comfortable with ambiguity – We’re a growing company, and not everything is perfectly mapped out. You’ll need to figure things out, not just follow instructions .

Aren’t data-driven – We rely on insights to shape our approach. If you don’t enjoy diving into numbers and trends, you might not love this role.

Prefer working solo – This role is highly collaborative. If you’d rather work in isolation, you might not enjoy the team dynamic here.

What’s it like working at Yonder?

We’re office-first, remote-friendly

We’re based in our Hoxton office, complete with a terrace, breakfast, coffee (from a barista), dogs, beer taps and plenty of comfortable space to do your best work. We ask you to come into the office at least 3 days a week, with everyone coming in on Mondays.

We take a values-led approach

Our principles are incredibly important to us, so we recommend you check them out here: Our DNA .

We take development really seriously

We have a pretty structured process for progression, with fortnightly one-on-ones and quarterly peer perspectives. We also take some time at the end of each week to reflect and celebrate what we’ve learned and achieved.

What’s in it for me?

Depending on your skill set and what you can bring from day one, you’ll be looking at:

£36,811 – £39,421 annual salary depending on experience.

£25,977 – £31,197 stock options.

Plus

35 holidays (27 days annual leave + 8 days public leave).

Regular team-building trips and activities.

Private healthcare with Vitality, including mental health, dental & vision cover.

16 weeks enhanced parental leave for all parents after being with Yonder for 1 year.

Financial coaching with Octopus Money.

Learning & training allowance (£750/year) that you can use on books, courses, etc.

Monthly team breakfast/lunch.

Monthly team events like Mini-golf, Escape Room, Cocktail making.

Cycle-to-work scheme.

Fresh pour-over coffee made by our very own CEO, Tim.

What’s the interview process like?

We take the candidate experience really seriously, so we’ve made the process as transparent as possible. We also promise to be super responsive, and will never leave you wondering where you stand for weeks on end.

Here’s how it works:

Stage 1: Intro call (45 mins):

You will have an initial Zoom call with Antony to find out more about you and to tell you more about us.

Stage 2: Case interview (60 mins):

At Yonder we obsess over our customers and always strive to provide the best outcomes for members facing financial difficulty. In this task, you’ll analyse a suboptimal Arrears and Financial Difficulty journey and customer outcome with a view to identify areas for improvement.

Stage 3: Face-to-face interview (2 hours):

Two 60-minute interviews to learn more about how you work. This will also be a great opportunity for you to meet the rest of the team so we would love it if you can come into the office for it! Interviews will be structured as follows:

We’ll also include a 15-minute comfort break.

• Experience interview: We’ll deep dive into your CV and talk about your past experiences. This stage will be with…
• Values interview: We want to learn more about how you work – we’ll ask you questions related to our principles (Our DNA ). This stage will be with two people from our wider team.

Stage 4: Offer If everyone’s happy, we’ll make you an offer to join us – YAY! We hope to always give you a decision between each stage within 24 hours (where possible).

Other things to know:

• We love closing the feedback loop at Yonder. You can expect specific feedback on our decision from Stage 2 onwards, and you can always ask for more.
• We must complete right to work & criminal, politically exposed persons, and default to credit notice background checks for every new Yonder-er for compliance purposes because we handle sensitive customer data.
• We also do reference checks, ideally with your most recent manager on the phone.
• We like to move quickly at Yonder, so we will be ready to onboard you once the above checks are complete – the entire process can take between 2 – 6 weeks.

We know that diverse teams build better products. If you’re from an under-represented community, we’d especially love to hear from you.

Even if you don’t feel 100% qualified, please do apply anyway. Your attitude and desire to grow are just as important as your experience.

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