Collections & Recoveries Mentor

3 months ago

Leeds, United Kingdom iwoca Full time

We’re here because we believe in small businesses. We believe they deserve better than waiting weeks for a loan. And we believe it’s our job to help them grow.
We started in 2012 with these principles, and we hold true to them today - now that we’re one of the fastest-growing fintechs in Europe. In the time between, we’ve built the best tech platform in lending, won several awards and opened up £3.5 billion in loans to over 90,000 businesses.
So what’s next? Our mission now is to help one million businesses who need us. To do this, we’ll need new products and partnerships. But most of all, we’ll need smart, hands-on people to join us on the journey and get us to our goal.

**Requirements**:
**You'll be responsible for**:
- Recruitment and onboarding of new members of the team
- Mentoring, coaching and developing the early arrears team to have purposeful conversations with customers to recover payment or ascertain the reason for missed payment
- Monitoring team KPI’s and QA, to provide feedback to staff or management, as well as day-to-day task completion and staff cover.
- Be the go-to person within the team for questions on the best approach to handling customers accounts.
- Become the intermediary between Early and Late delinquency, helping to minimise unnecessary questions going to the Collections Specialists
- Working closely with the Collection's management team and Collections Specialists to review and develop processes, ensuring maximum efficiency.
- Working with the team, and helping the Collections Operations Manager to ensure they are upholding iwoca’s company reputation at all times and are compliant with all appropriate legislation, regulatory body guidelines, and adhering to our company policies and procedures
- Assist the Collections Operations Manager in ensuring smooth running of the department and continual improvement on staff efficiency and upskilling.
- You will be required to come into the office at least once a week

**You'll have**:
- Proven experience in debt recovery, ideally in the commercial/business sector in a call based environment
- Strong coaching skills to upskill junior members of the team
- Able to Use basic MI to assess workload and allocate work accordingly
- Run management conversations such as quarterly reviews.
- SME in collections and escalations such as litigation and insolvency
- Empathy, forbearance and professionalism
- High levels of accuracy and attention to detail
- The ability to deal with a variety of challenges, innovate and think on your feet
- Decision-making
- Be smart, humble and motivated

**Benefits**:
We put a lot of effort into making iwoca a brilliant place to work:

- Offices in London, Leeds and Frankfurt
- Events and clubs, like bingo, comedy nights, yoga classes, football
- Two company retreats a year, we’ve been to France, Italy, Spain and further afield
- Plenty of drinks and snacks in our offices

**Our benefits**:

- Medical insurance from Vitality, including discounted gym membership
- 25 days’ holiday and an extra day off for your birthday
- Instant access to emotional and mental health support with our partner, Spill
- Share options
- Generous maternity leave and shared parental leave
- A nursery tax benefit scheme to help you save money
- Paid volunteering time to support your chosen charity
- Extra leave if you want to travel or study
- One-month fully paid sabbatical after 4 years
- Cycle-to-work scheme and electric car scheme

**And to make sure we all keep learning, we offer**:

- An L&D budget for everyone, including a book budget
- Company-wide talks with internal and external speakers
- Access to learning platforms like Treehouse if you want to learn to code

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