Collections Specialist

4 weeks ago

London, Greater London, United Kingdom Zopa Full time
About the Role

We are seeking a skilled Collections Specialist to join our highly regarded customer services team at Zopa. As a Collections Specialist, you will play a crucial role in assisting with the initial stages of borrower arrears to maximise the recovery of new arrears cases.

Key Responsibilities
  • 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

We are looking for a candidate with previous experience of working in a customer-focused environment, with telephone/call centre duties ideally in a debt recovery/collections role. You will be familiar with FCA regulation, data protection, and anti-money laundering principles. Excellent oral and written communication skills are essential, as well as being 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, and be a friendly and empathetic team-player who can work independently and adapt well to change.

What We Offer

At Zopa, we value flexible ways of working and offer a hybrid role that requires one day per week in our London Bridge office. We also offer the option of working from abroad for up to 120 days a year*. Our teams work in a hybrid manner, from our vibrant UK offices and the comfort of their own homes, at a frequency that suits the team and the work they do. We are proud to offer a workplace free from discrimination and are committed to diversity and inclusion.

*Subject to having the right to work in the country of choice

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