Collections Advisor

6 months ago

Milton Keynes, United Kingdom Abound (Personal Loans) Full time

**About us**
We’re on a mission to increase access to affordable lending, starting in the UK. Traditional lenders have been relying on credit scores to make decisions for decades despite the fact that we’ve never had more data readily available. We’re changing this by looking at the full financial picture to understand what people can actually afford to repay. We do this by drawing on several alternative data sources and allowing users to connect their bank account using open banking. We launched in March 2021 and are growing quickly. We’ve raised over £580m in debt and equity to date.

**The role**
This position and you’ll be working alongside our existing team of Customer Care Specialists reporting into the Operations Manager for the department. Our Customer Care Specialists are all round experts in Collections and Recoveries, customer service, specialising in vulnerability, financial Difficulty, complex queries and complaints.

**We’re looking for someone with**
- Extensive customer service experience within financial services (preferably personal loans but any lending experience would be considered).
- In depth knowledge and awareness of the financial services industry and regulations. E.g. FCA Guidelines, experience of KYC/TCF principles.
- The ability to handle and resolve complex customer queries and complaints efficiently and independently.
- Strong attention to detail with a high regard for accuracy.
- Ability to work confidently individually or as part of a team, you’ll be self-motivated, being able to recognise your own strengths and weaknesses, being committed to your own personal development and actively seeking opportunities to maximise contribution.
- A proactive mindset, with the ability to identify problems that may arise and suggest solutions.
- Excellent communication skills whilst liaising with colleagues and other areas of the business.
- Exceptional customer service skills being able to listen, communicate effectively and manage expectations. You’ll be expected to take ownership and accountability of your work on a daily basis.
- Communicate with customers through multiple channels at one time.
- Be results driven and have the ability to work well under pressure.
- You should possess the ability to be flexible, being able to adapt quickly to changing requirements and business demands.
- The ability to work with other members of the team to eliminate process waste which does not add value to the borrower or the business and provide clear and concise rationale for the changes.
- The desire to progress and development their skill set. Joining a FinTech startup is a fantastic opportunity to showcase your expertise. The success of the business relies directly on your actions.
- Experience working with vulnerable customers, complaints and financial difficulty.

**Skills you must possess**
- Minimum 2 years customer service experience in financial services.
- Minimum 1 years collections/debt recovery experience in financial services.
- Experience of handling customer queries and providing an exceptional level of service.
- Excellent communication skills with the ability handle difficult conversations if required.
- Innovative and creating thinking, you’ll be expected to solve problems and think analytically.
- Strong self-management skills - use your own initiative, be flexible and open to any changes whilst working in a fast paced environment.
- Contribute regularly to improve processes and ensure they remain up to date.
- Good standard of education including excellent computer literacy skills.
- Experience logging, investigating and resolving complaints.
- You may be expected to support other areas if the business if required, this is a good opportunity to expand your knowledge in the consumer lending sector.

**A note from the Hiring Manager**

At Abound we put our customers at the heart of what we do so it’s important that you do too. I’m looking for individuals who consistently go the extra mile, exhibit strong work ethic, and treat colleagues and customers respectfully. You’ll work from our Central Milton Keynes office 3 days a week with the ability to work from home for the remaining two.

**Jacob Parker** - Head of Credit Operations

**Additional Information**
We operate a hybrid working policy whereby at least 3 days will be in our Milton Keynes office as we value the knowledge sharing, creativity and team building that this provides, however the remaining 2 days are flexible. You may also be asked to visit our London office occasionally.

If you join us, here’s what’s included:

- Hardware: laptop, additional monitor, wireless keyboard & mouse provided (if required).
- Free parking at Milton Keynes office.
- Free travel to/from the London office.
- Free Tea/Coffee/Hot Chocolate facilities with fridge and dishwasher.
- Summer & Christmas Party Events
- Frequent Team bonding activities
- Free Gym Membership (coming soon)
- Equity options (shares in the bus

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