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- Tasks: Join our Collections & Recoveries Team to assist customers with repayment discussions and support.
- Company: Zopa is a leading financial services company known for its customer-centric approach and innovative solutions.
- Benefits: Enjoy hybrid work flexibility, with options to work abroad for up to 120 days a year!
- Why this job: Be part of a supportive team that values empathy and collaboration while making a real impact on customers' lives.
- Qualifications: Previous customer service experience is essential; familiarity with FCA regulations is a plus.
- Other info: We're moving to a new headquarters in Canary Wharf by the end of 2025!
The predicted salary is between 30000 - 42000 £ per year.
The Collections & Recoveries Team is a specialist group within Zopa\’s highly regarded customer services, assisting with the initial stages of borrower arrears to maximise the recovery of new arrears cases.
We are looking for Collections & Recoveries Specialists to join the team. You will be joining a friendly and supportive group who are our Customer Champions, dedicated to caring for our customers and reflecting that commitment in everything they do.
Please note that you will be required to work on a shift rota:
Monday – Friday:
08:00 – 16:30
09:00 – 17:30
10:00 – 18:30
11:30 – 20:00
This is a hybrid role, requiring at least one day a week in our office.
A day in the life:
- Making outbound calls through a dialler system to discuss repayment of the borrower’s outstanding arrears
- Receiving inbound calls regarding account queries, handling disputes, taking payments and setting arrangements
- Responding to customer and third-party emails
- Administrative work dealing with correspondence from third parties such as debt management companies and insolvency practitioners
- Completing and reviewing income and expenditure forms with the view of agreeing realistic payment plans based on borrower affordability
- Signposting borrowers with financial difficulties to not-for profit debt agencies
- Speaking with Vulnerable customers, discussing their circumstances and providing relevant assistance and support tailored to their needs
About you:
- You will have previous experience of working in a customer focused environment, with telephone/call centre duties ideally in a debt recovery/collections role
- You may have previous experience in Auto/Motor recovery experience however this is not essential
- You will be familiar with FCA regulation, data protection, and anti-money laundering principles
- You will have excellent oral and written communication skills
- You will be punctual and flexible in adapting to changing environments based on role requirements
- You must be confident in using Microsoft Office such as Outlook, Excel and Word
- You are friendly and empathetic
- Excellent team-player who can work independently and adapt well to change
- You are compassionate, grounded, logical and objective; able to follow through on difficult decisions
We\’re on the move! Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.
At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office at least one day a week.
You\’ll also have the option of working from abroad for up to 120 days a year! But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
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Collections Specialist (Hybrid) employer: Zopa Bank Limited
Contact Detail:
Zopa Bank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Specialist (Hybrid)
✨Tip Number 1
Familiarize yourself with FCA regulations and data protection laws. Understanding these principles will not only help you in the interview but also demonstrate your commitment to compliance, which is crucial for a Collections Specialist role.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Since you'll be dealing with vulnerable customers, showing empathy and clarity in your communication can set you apart from other candidates.
✨Tip Number 3
Get comfortable with Microsoft Office tools, particularly Excel and Outlook. Being proficient in these applications will help you manage administrative tasks efficiently, which is a key part of the job.
✨Tip Number 4
Show your flexibility and adaptability during the interview. Highlight any past experiences where you've successfully adjusted to changing environments or worked effectively in a team, as these traits are highly valued at Zopa.
We think you need these skills to ace Collections Specialist (Hybrid)
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Collections Specialist position. Understand the key responsibilities and required skills, especially those related to customer service and debt recovery.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in customer-focused roles, particularly in collections or debt recovery. Use specific examples to demonstrate your skills in handling difficult conversations and providing support to customers.
Showcase Communication Skills: Since excellent oral and written communication skills are crucial for this role, make sure to highlight these in your application. Consider including examples of how you've effectively communicated with customers or resolved disputes in the past.
Tailor Your Application: Customize your CV and cover letter to reflect Zopa's values and the specific requirements of the Collections Specialist role. Mention your adaptability, empathy, and ability to work both independently and as part of a team, as these traits are important for success in this position.
How to prepare for a job interview at Zopa Bank Limited
✨Show Your Customer Focus
Emphasize your previous experience in customer service roles, especially those involving telephone duties. Be ready to share specific examples of how you've successfully handled customer queries or disputes.
✨Demonstrate Empathy and Support
Since the role involves speaking with vulnerable customers, prepare to discuss how you approach sensitive situations. Highlight your ability to provide tailored assistance and support based on individual circumstances.
✨Familiarize Yourself with Regulations
Brush up on FCA regulations, data protection, and anti-money laundering principles. Being knowledgeable about these topics will show that you understand the importance of compliance in a collections role.
✨Be Ready for Shift Work
Understand the shift rota and express your flexibility regarding working hours. This shows that you are adaptable and willing to meet the needs of the team and the company.
