Debt Resolution Specialist

7 days ago

London, Greater London, United Kingdom Updraft Full time

Updraft is a pioneering Fintech company based in London, dedicated to providing consumers with fair and affordable loan solutions to refinance expensive credit cards, overdrafts, and buy-now-pay-later schemes into one single monthly affordable payment.

We are seeking an ambitious Debt Resolution Specialist to join our team as we continue to grow and expand our mission to help borrowers reach financial freedom through our products.

As a dedicated member of our Collections team, your duties will include communicating with customers via in-app chat, email, and phone to negotiate fair and affordable outcomes with our borrowers and enact payment plans that reduce delinquency across our portfolio.

To ensure success in this role, you should possess experience with personal loans/credit card debt collection and knowledge of CONC, FCA regulations around Collections, as well as Consumer Duty.

Key Responsibilities:
  • Preventing repeated payment delinquency by negotiating manageable payments.
  • Contacting customers by email, in-app chat, and voice.
  • Assisting our customers with the appropriate forbearance options.
  • Dealing with Debt Management companies such as StepChange and PayPlan.
  • Negotiating settlements to receive payment on a certain percentage of the debt.
  • Dealing with all forms of insolvency.
  • Direct Debit mandates - new/changes.
  • Working on any failed payment cases allocated.
  • Contributing to team discussions and suggesting ideas for improvement.

Requirements:

  • Experienced in a Collections role/environment, ideally within a Financial Services organisation.
  • Previous experience in CRM/Intercom would be beneficial but not essential.
  • Able to empathise with borrowers and the commitment to assist them in solving issues.
  • Exceptional ability to communicate with customers to negotiate debt payment plans.
  • Ability to collaborate on debt collection efforts with other departments.
  • High level of attention to detail.
  • Experienced in delivering against targets with the aim of delivering against SLAs and KPIs.
  • Availability to work either Saturdays or Sundays.

Benefits:

  • We support flexible working.
  • Company pension.
  • Flexibility to work at home and in the office - with the expectation that you might need to come into the London WeWork office 2 days a week.
  • Salary is negotiable depending on the candidate's experience.
  • Free coffee.
  • Team events.

Further enquiries and applications should be sent to careers@updraft.com.

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