Senior Collections Advisor

About Abound
We're on a mission to make affordable loans available to more people. Using the power of Open Banking, we have built state-of-the-art technology that allows us to look beyond traditional credit scores and offer fairer credit to people ignored by traditional lenders.

We have two parts of our business. On the consumer side, we have Abound. Abound has proven that our approach works at scale, with over £800 million lent to-date. While other lenders only look at your credit score, we use Open Banking to look at the full picture – what you earn, how you spend, and what's left at the end.

On the B2B side, we have Render. Render is our award-winning software-as-a-service platform that allows Abound to make better, less risky lending decisions. And less risky decisions mean we can offer customers better rates than they can usually find elsewhere. We're taking Render global so that more companies, from high-street banks to other fintechs, can offer affordable credit to their customers.

We're looking for an experienced individual to fill the role of Senior Collections Advisor. This position requires an important balance of both credit and conduct risk as we focus on delivering the right outcomes for our customers based on their individual circumstances, always.

You will be working alongside as part of small but rapidly expanding team in our Milton Keynes office, this is a hybrid role requiring 3 days per week in our Milton Keynes office with flexibility on the other 2. There will also be a requirement to attend our central London office once a month (fully expensed).

The ideal candidate will have excellent attention to detail and be comfortable following documented procedures consistently ensuring that all customers are treated fairly and receive the appropriate outcomes. Tasks also include updating account details, maintaining accurate records, and escalating cases to senior staff if necessary. There will also be a requirement to identify and support customers who may shows signs of vulnerability.

Who You Are

• An experienced Customer facing advisor confident at dealing with customers in arrears with credit products
• Have a good understanding of FCA regulation including CONC7 and DPA requirements
• Have an awareness of the broad range of debt solutions i.e. Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, Breathing Space etc.
• Understands Customer Vulnerability and how to identity and manage
• Comfortable working with statements and ledgers to interpret transactions to help resolve customer queries
• Familiar with Microsoft Office products (Word, Excel, Teams)
• Have a very strong attention to detail and a high regard for consistency
• A strong team player who will help as required to deliver tasks within the team SLAs
• Familiar with KPIs and targets and quality assurance requirements

What You'll Be Doing

• Handling multiple live customer chats
• Receiving and making telephony calls from Customer requiring assistance with their loans
• Supporting our omni channels i.e. live web chat, email, SMS and phone (inbound and outbound) including dialler software.
• Assessing customer affordability using our industry leading Open Banking software
• Agreeing and setting affordable payment plans with customers
• Processing on our systems when customers advise they are pursing alternative debt solutions
• Setting promises to pay received through digital channels
• Dealing with third party partners i.e. Field suppliers, debt collection agencies, insolvency portfolio managers
• Thinking analytically and giving suggestions and ideas as part of continuous improvement

What We Offer

• Everyone owns a piece of the company - equity
• Hybrid with 3 days a week in the office
• 25 days' holiday a year, plus 8 bank holidays
• 2 paid volunteering days per year
• One month paid sabbatical after 4 years
• Employee loan
• Free gym membership
• Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering