Forbearance Specialist in London

About Zego

At Zego, we understand that traditional motor insurance holds good drivers back. It's too complicated, too expensive, and it doesn't reflect how well you actually drive. Since 2016, we have been on a mission to change that by offering the lowest priced insurance for good drivers. From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We've sold tens of millions of policies and raised over $200 million in funding and picked up numerous awards, including the Insurance Claims Team Of The Year 2024 as awarded at The Insurance Post's Claims & Fraud Awards. And we're only just getting started.

Purpose of the Role

The Forbearance Specialist supports customers experiencing financial difficulty or vulnerability and helps them navigate payment challenges relating to their insurance policies or premium finance arrangements. You will hold sensitive customer conversations, assess individual circumstances, and help customers find appropriate support options in line with regulatory requirements including the FCA Consumer Duty, CONC rules, and Zego's Debt Management and Vulnerable Customer policies. You'll play a key role in ensuring Zego meets its regulatory obligations while delivering fair outcomes and supporting customers at moments that matter most.

What You'll Be Working On

• Customer Support & Financial Difficulty
  • Speak with customers experiencing payment challenges, assessing their situation with empathy and professionalism.
  • Identify potential vulnerability indicators and adapt your approach accordingly.
  • Help customers understand their payment options, the implications of missed payments, and possible solutions that could support them.
  • Provide clear, balanced explanations of arrears, reinstatement, repayment options, and next steps.
• Forbearance Assessment & Case Handling
  • Assess individual customer circumstances and agree fair, sustainable forbearance solutions where appropriate.
  • Handle sensitive situations such as long-term financial difficulty, sudden loss of income, health issues, or personal crises.
  • Support customers by offering appropriate signposting to free and independent debt-advice services.
• Managing Debt Respite Scheme and Insolvency Notifications
  • Review and process notifications relating to the Debt Respite Scheme (Breathing Space), Debt Relief Orders, insolvency, and bankruptcy.
  • Validate the authenticity and relevance of third-party notifications and apply the correct internal actions.
  • Communicate professionally with recognised debt advisers and insolvency practitioners.
• Payment & Arrears Management
  • Support customers from early arrears through to more serious cases, helping them understand their options and recommending suitable next steps.
  • Work within regulatory guidelines to ensure all collection activity is fair, balanced, and proportionate.
  • Help set up or manage temporary payment arrangements where appropriate.
• Compliance & Record Keeping
  • Ensure all customer interactions and decisions comply with FCA requirements, internal policies, and best-practice guidance.
  • Maintain accurate and detailed case notes and records to evidence fair outcomes and support audit requirements.

What You Will Need to Be Successful

• Skills & Experience
  • Experience in debt management, financial difficulty support, collections, regulated customer service, or similar roles.
  • Strong understanding of vulnerability indicators and confidence handling emotionally sensitive conversations.
  • Familiarity with the Debt Respite Scheme, Debt Relief Orders, insolvency procedures, and FCA CONC rules.
  • Ability to make balanced decisions that consider customer needs, regulatory requirements, and commercial impacts.
  • Excellent verbal and written communication skills — clear, warm, and able to simplify complex information.
  • Comfortable working with multiple systems and managing detailed case information.
• Personal Attributes
  • Empathy, patience, and emotional intelligence.
  • High resilience when dealing with challenging customer situations.
  • Strong attention to detail and accuracy.
  • A proactive mindset with a focus on delivering consistently fair outcomes.
  • Ability to remain calm, professional, and objective during difficult conversations.
• Tools & Technical Skills
  • Good working knowledge of customer service platforms, operational tools, or case-management systems.
  • Strong documentation and record-keeping abilities.
  • Comfortable using Google Workspace or similar productivity tools.

What's it like to work at Zego

Zego has a truly international and inclusive team, unified by great ideas and collaborative thoughtfulness. Our people are the most important part of our story and everyone plays an essential role in our journey. We look for people who have expertise, enthusiasm and who are motivated by change. There's plenty of room to learn and grow, as part of our ongoing training programmes or directly from other experts. You'll work alongside a talented group of people who respect each other's differences and seek to understand fresh perspectives.

How we work

We believe that teams work better when they have time to collaborate and space to get things done. We call it Zego Hybrid. Our hybrid way of working is unique. We foster a flexible approach that empowers every Zegon to perform at their best. We ask you to spend at least one day a week in our central London or Halifax office. Every team has the flexibility to choose the day that works best for them. We cover the costs for all company-wide events (3 per year), and also provide a separate hybrid contribution to help pay towards other travel costs. We think it's a good mix of collaborative face time and flexible home-working, setting us up to achieve the right balance between work and life.

Our approach to AI

We believe in the power of AI to meaningfully improve how we work - helping us move faster, think differently, and focus on what matters most. At Zego, we encourage people to stay curious and intentional about how AI is leveraged in their work and teams to drive practical impact every day. This is your chance to do the most meaningful work of your career - and we'll provide you with the tools, support, and freedom to do it well.

Benefits

We reward our people well. Join us and you'll get a market-competitive salary, private medical insurance, company share options, generous holiday allowance, and a whole lot of wellbeing benefits. And that's just for starters.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, or disability status. If you need any support with your application please get in touch with us.